Customer Experience Pitfalls to Avoid

The Dirty Dozen – 12 Common Customer Experience Transformation Pitfalls…and how you can avoid them

1. Failure to link customer experience strategy to brand vision It’s incredibly tempting to overspend on customer experience in an effort to delight customers every time. But, before a customer experience strategy can be developed, the company’s vision and brand promise must be understood. First determine...

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Top 5 Use Cases for Delivering Business Value with Speech Analytics

[vc_row][vc_column][vc_column_text]Speech Analytics has exploded in adoption in recent years.  As consumers get increasingly survey fatigued, many customer experience teams are looking for other ways to gather insights.  Speech Analytics tends to fit the bill – it utilizes customer interaction recordings of conversations already occurring and...

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Brand Loyalty

Consumer Brand Loyalty is ‘Up for Grabs’ – and what to do about it

Consumers have been forced to change the way they work, shop, eat, travel, and even get healthcare due to COVID-19. They are re-thinking what matters most during their brand interactions – safety, selection, convenience, loyalty program, etc. All of this has inherently caused significant behavior...

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