Better Than CSAT Surveys: Really Knowing Your Customers Are Happy
By: Joe Galvin
Every executive serious about growing their business also must be serious about understanding what is really happening when it comes to the perception and behavior of customers. Customer Experience, or CX, continues to permeate discussions among leadership teams, service teams, product and marketing teams, and board members as it becomes increasingly clear that winning today is as much about how customers feel about a brand’s offering as the offering itself.
An entire industry has grown up around the measurement of customer satisfaction (CSAT). It arrived on the scene a few decades ago, even before the internet drove customers online, where interactions could be scored based on what customers and prospects did that would lead to a sale — or no sale.
Read the rest on Forbes.
Empowering Every Team Member: CX Analytics for Non-Technical Contact Center Leaders Delivered as A Service to All
As the omnichannel world of CX continues to grow, and it is easier than ever for customers to engage with the brands and services they rely on, more data than ever is being generated that can be harnessed to truly understand behavioral patterns and the relationship of actions to outcomes.
Given the effectiveness of customer self-service, chatbots, and the growing field of Robotic Process Automation (RPA), live human support is becoming increasingly focused on high-impact, high-value conversations, generally triggered by a problem encountered by a consumer.
The Customer Care Business Process Outsourcing (BPO) industry is predicted to grow steadily and substantially over the next several years, yet for many of the world’s largest organizations, profitable revenue is becoming more challenging as new competitors emerge with less technical debt, access to less expensive but sophisticated hardware and virtualized platforms, and punch above their weight as young, agile companies winning away coveted “Fortune 500” clients.