AI for Customer Experience: A New Mode of Engaging with Your Customers
As one of the top CX trends for this year, there’s no doubt that Artificial Intelligence (AI) will be a game-changer in helping both brands and customers benefit from improved efficiency. From using chatbots to help customers resolve simple issues to using machine learning to streamline business operations, AI can be integrated in so many […]
CX Trend in 2024: Why More Brands Are Focusing on Centralizing Their Data?
A business thrives on understanding and catering to its customers’ expectations, and data is an essential tool for this purpose. However, as data channels grow, you need a mechanism to optimize them to deliver better value from the information you gain from them. Data centralization is key to exploiting the maximum use of the data […]
The Importance of Behavioral Data for CX
Getting to know your customers and their shopping habits is key to nailing CX right. Intuitive brands can predict their customers’ course of action even before they have stepped into the store. It’s no magic. It’s the power of data. But CX data alone won’t help you achieve these desired goals. If you want a […]
CSAT vs. NPS – What, Why, When
CSAT and NPS are two metrics that tell you how much your customers like you, albeit differently. They both hold important positions in the realm of CX, helping brands measure and improve their customer journeys consistently. Before we delve into the saga of CSAT vs. NPS, let us decode these metrics and understand their purpose […]
The Best Customer Experience Metrics for eCommerce
Customer Experience (CX) metrics are used to track, measure, and evaluate how customers regard their experience with a company. They are invaluable for eCommerce stores where the opportunity to communicate and engage face-to-face with customers is scarce. These metrics help brands gauge if they are meeting consumer expectations and also identify gaps and pain points […]
What is a Customer Experience (CX) Program
A comprehensive CX program is a mark of your dedication to the clientele. While nailing customer experience is a challenging task like getting hold of the golden snitch, having a program in place will ensure you have a clearly thought-out strategy to achieve it. It will create the pathway to create happier and loyal clients, […]
How to Select the Best CX KPIs
CX KPIs quantify the success of your Customer Experience (CX) efforts. They can help you understand how well you cater to customer expectations and what to focus on to do better. When it comes to KPIs, the list is long, with C-SAT, EVI®, NPS, and CES dominating the realm. But do you need everything? Certainly […]
How to Analyze Customer Journeys
A customer journey or buying journey captures all the interactions between the customer and brand throughout the buying process. As businesses deal with different types of customers, a brand can have multiple customer journeys based on the routes taken by clients to approach the brand, review it, and purchase the products. Analyzing customer journeys helps […]
How to Measure Customer Satisfaction?
The importance of customer satisfaction for a business needs no special emphasis. Satisfied customers are likely to purchase more, recommend your product to others, and also become loyal customers of your business. Satisfaction also implies how well a brand meets its client expectations. So, a business’s success is tied to happy customers. Measuring client satisfaction […]