A Customer Experience (CX) program with business impact isn’t a nice-to-have. It’s a must-have. But not every program is built that way.
But when you deliver CX with tangible change, you create opportunities for more: more growth, more retention, more revenue, and more profit. You’ll free up resources, so that you can do more with less. And prove the value of CX as a core business strategy.
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Big data can yield big insights. Turn unstructured data into compelling stories by crunching the numbers from open text and behavioural analytics.
People express themselves in different ways. Dedicated smartphone apps that get customers to keep a diary of their feedback, or capture data from social media listening tools are just two of many ways that CX professionals can say less and hear more.
One-to-one interviews, focus groups and remote customer panels can reinforce surveys by adding vital colour and feeling to otherwise one-dimensional insights. Raise generating customer insights to an artform by knowing exactly how and when to combine qual with quant.
