CX I.Q.

31
Jan

2018: The Year of the Six E’s

Guest post by: Amanda Forshew, Managing Partner, Customer Alignment Will we see something new for CX in 2018 or will it be more of the same? If it is more of the same, then the experience gap that has opened will only get bigger. Forrester has called it ‘A year of Reckoning’; they state that there is “a burning platform

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11
Jan

Make 2018 the year that you simplify your CX strategy with Decooda

Is your CX survey diminishing the perception of your brand and still not giving you the insights you need – then you need Decooda. Your customers will love our IMAGINATIVE one question survey technique, and the executive team will love the insights we produce.

19
Dec

Cultivating a customer-centric culture with Decooda Impact Analysis

Cultivating a customer-centric culture with Decooda Impact Analysis One of the biggest challenges companies face is getting the team to “lean in” and embrace a culture of customer advocacy. The Decooda Impact Analysis reveals the granular emotions and cognitive insights of the customer experience that get everyone on the team aligned to the needs of the customer. How your customers

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30
Nov

Customer Experience: Make it simple, make it better.

When you know exactly what motivates your customers’ behavior – you know what to focus on. Journeys, heat maps and word pairs alone won’t get you there. Decooda will. We simplify Customer Experience and make it easy to understand. This short video gives you a glimpse at what’s possible with Decooda.

27
Nov

Getting the best insights hinges upon asking the best questions

Getting the best insights hinges upon asking the best questions Decooda accurately detects how customers think, feel and act about a product, experience or brand, and uncovers how those thoughts and feelings translate into behavior, in order to understand the relative importance of each customer touch point.  This is achieved by complementing the Likert question with a carefully crafted, unique

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30
Oct

CX Complacency due to lack of major, visible crisis

CX Complacency due to lack of major, visible crisis Guest Blog: Annette Franz, CCXP When it comes to a customer experience transformation, is there a visible crisis in your business? Or is everyone happy with the way things are? The one step of Kotter’s 8-Step Process for Leading Change that resonates with me is the first one – especially as

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27
Oct

Customer Experience Collaboration and Case Management – Made Simple

Customer Experience Collaboration and Case Management – Made Simple Complex case management – handled simply. It’s usually the complex and unpredictable customer cases that make it past your automated processes and self-service channels to reach your agents. To handle them, agents need increasingly specialized knowledge—knowledge about which step is next and what information is relevant when a case takes an

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26
Oct

Complacency or Innovation: You Decide.

Complacency or Innovation: You Decide Guest Blog: Annette Franz, CCXP How can anyone become complacent about running a business? It’s a broad question, but if you think you’re going to become complacent about the customer experience – and think that’s OK – then you might as well be complacent about your business, in general. If you rest on your laurels,

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25
Oct

Revealing the True Unfiltered Voice of the Customer with One Question

Revealing the True Unfiltered Voice of the Customer with One Question Why This Matters: Market research is a science. It is about collecting qualitative and quantitative data about consumers in order to understand their needs. Done correctly, market research helps businesses look past their own ideas about what is needed in the marketplace and instead gives them direct access into

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12
Oct

Improving the Survey Respondent Experience

Improving the Survey Respondent Experience Guest Blog Post By: Annette Franz, CCXP   There’s a lot of talk about improving the customer experience. And there’s a lot of talk about using surveys to listen to customers so that we know where we need to improve the experience. But have you ever considered that those very surveys are another touchpoint in

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