02 August 2019

10 Quotes to Inspire Better CX

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

4 Easily Avoidable VoC Survey Design Flaws

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

Case Study: CX Index and ATB Financial

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.

27 March 2019

Top Tips for Increasing Your Survey Response Rates

Below are our top tips to improve the quantity and quality of your survey responses.

17 October 2018

How to Respond to Customer Comments: the Good, the Bad & the Ugly

Consumer Generated Content and digital reviews are having a serious effect on businesses, with 90% of customers reading online reviews before deciding to make a purchase. While your business cannot control what customers are saying about you on the Internet, you can control the narrative.

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