Tag: customer journey

8
Nov

Open-source in the world of data breaches

Open-source in the world of data breaches Charlie Wardell, Decooda CTO   There are a few things that you may want to take into consideration before implementing open-source software, as opposed to proprietary software, in your overall solution/strategy. Let’s explore the strengths and weaknesses of utilizing open-source projects. Rapid implementation Open-source software allows you to implement key components of your

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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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25
Oct

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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24
Oct

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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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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27
Sep

Do You Employ Actionability Thinking in Survey Design?

Do You Employ Actionability Thinking in Survey Design? Guest Blog Post by Annette Franz, CCXP You’ve been running your voice of the customer (VoC) program for the last couple of years, and you’re frustrated because you can’t seem to move the needle on the customer experience. Why are your customers still unhappy? Why is the service so bad? When will

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11
Aug

Lessons Learned on My CX Program Journey

Lessons Learned on My CX Program Journey By: Jon Windley, CEO, AltitudeCX Over the course of my past dozen years involved in creating, leading, and advising on CX programs, I have made many, many mistakes.  From steering teams to nowhere, to 300-page reports measuring everything but shoe size, I have raised program errors to a fine art – no doubt

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