27 August 2019
02 August 2019
Sometimes customer experience can fall by the wayside, so it can benefit us all to be reminded of why it matters in the first place. Below, we’ve broken down some of the most inspiring and insightful CX quotes from visionaries who really understand the value of the customer.
10 July 2019
A successful customer experience survey should prioritise the quality of responses as well as quantity. Customer experience must extend to the survey being completed. Creating a survey isn’t just about getting answers to the questions you want to improve your business. You need to factor in user experience and design practices when you send out a survey. If it frustrates your customer to navigate your survey or if it takes them 15 minutes to complete, inevitably boring them, your survey design isn’t very good and the quality of your results will be negatively impacted.
Poor survey design can apply to aesthetic issues, practical issues, and issues with the questions you ask. More serious flaws that can really affect your results can be in the questions themselves.
06 June 2019
In 2018, CX Index was chosen by ATB Financial as their Voice of the Customer (VoC) provider, tasked with helping them as they embarked on a new journey with the Genesys as their contact centre infrastructure.
We teamed up with ATB to develop a case study on our journey together thus far. In this blog post, we’ve outlined some of the key findings from our partnership with ATB to date.
08 May 2019
Keeping your customers happy so that they don’t leave for a competitor can be more easily said than done in some instances, but the key to prioritising customer experience may actually be through a less direct channel - prioritising your employees first.