Experience Investigators by 360Connext

MAY 11, 2021

What is customer experience strategy? Let’s start by defining what it’s not: It can’t be “have a great customer experience” or “exceed customer expectations.” This does require manual effort and can be time-consuming, so automate whatever parts you can. What gets funded?

Customer Experience Management 291

Customer Experience Management Customer Experience Management Government 291

GetFeedback

AUGUST 14, 2019

Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI). The ACSI is an economic indicator that measures the satisfaction of consumers across the U.S. In other words, when expectations change, so will the perceived quality and perceived value.

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

Pointillist

JUNE 7, 2021

In 2020, enterprises and consumers were forced to cope with unpredictable circumstances that altered how customers behave, what they want from brands and most importantly, how organizations can meet their evolving expectations. “ Annette Franz Founder and CEO CX Journey Inc. By Stephanie Ventura.

Measurement 71

Measurement 2021 Management Omnichannel 71