CX Accelerator

FEBRUARY 12, 2018

Or it can come into the company outside the formal survey process like chat or email strings, or call recordings. Analyze your customer journey to re-evaluate where key touchpoints and moments of truth are. It can come from outside sources such as social channels, product review sites, or other online communities.

Customer Success 140

Customer Success 2017 Feedback Call Recording 140

Pointillist

MARCH 1, 2019

Using customer journey analytics, you can integrate your structured data (website, CRM system) with your unstructured data (transcripts from web chat, audio call recordings, chatbot transcripts). This will help in anticipating escalations and in turn improving your First Call Resolution (FCR) rate.

Call Center 75

Call Center Effort Score Customer Satisfaction Customer Journey 75

Pointillist

MARCH 1, 2019

Using customer journey analytics, you can integrate your structured data (website, CRM system) with your unstructured data (transcripts from web chat, audio call recordings, chatbot transcripts). This will help in anticipating escalations and in turn improving your First Call Resolution (FCR) rate.

Call Center 40

Call Center Effort Score Customer Satisfaction Customer Journey 40

InteractionMetrics

APRIL 16, 2024

They send surveys, analyze touchpoints, and build out customer personas. define customer experience as the sum of customers’ interactions with a company’s touchpoints. For example: Competitive Edge Score shows where you stand in relation to other companies. brands declined.

Customer Experience 52

Customer Experience Definition Net Promoter Score 2023 52