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Actions Drive Business Change, Not NPS: Is a Metrics Mindset Undermining Your CX Program?

August 12, 2019

Too many customer experience programs are focused on chasing metrics, rather than driving actions. How can we help drive our own CX revolution and put our teams at the front and center of data-driven decision making?

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Actions Drive Business Change, Not NPS: Is a Metrics Mindset Undermining Your CX Program?

August 12, 2019
Source: confirmit.com

Too many customer experience programs are focused on chasing metrics, rather than driving actions. How can we help drive our own CX revolution and put our teams at the front and center of data-driven decision making?


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Remodeling CX Programs using a Listening Inventory

August 06, 2019

What’s the best way to begin a customer experience remodel? The author shares why a listening inventory and a renewed focus on connecting (not collecting) data is a good place to start.

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Remodeling CX Programs using a Listening Inventory

August 06, 2019
Source: confirmit.com

What’s the best way to begin a customer experience remodel? The author shares why a listening inventory and a renewed focus on connecting (not collecting) data is a good place to start.

 


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Inside View: Fannie Mae

August 05, 2019

Contact centers may offer a wealth of data, yet the most meaningful customer insights often lie buried within stored conversations, transaction histories and survey feedback. How can companies begin to uncover the trends, patterns and connections?

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Inside View: Fannie Mae

August 05, 2019
Source: confirmit.com

Contact centers may offer a wealth of data, yet the most meaningful customer insights often lie buried within stored conversations, transaction histories and survey feedback. How can companies begin to uncover the trends, patterns and connections?


Read Full Article

Customer Experience and the Evolution of Business Intelligence

August 01, 2019

The CX and BI evolution is enabling both CX and BI to be viewed from a fresh perspective. It’s no longer ‘just another department’ but instead it’s a strategic business function that empowers leadership teams.

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Customer Experience and the Evolution of Business Intelligence

August 01, 2019
Source: confirmit.com

The CX and BI evolution is enabling both CX and BI to be viewed from a fresh perspective. It’s no longer ‘just another department’ but instead it’s a strategic business function that empowers leadership teams.


Read Full Article

Modern CFOs Need to Embrace New Insights

July 10, 2019

Confirmit's Halvor W. Stokke looks at how to make the most of customer and employee voices to augment existing data

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Modern CFOs Need to Embrace New Insights

July 10, 2019
Source: confirmit.com

Confirmit's Halvor W. Stokke looks at how to make the most of customer and employee voices to augment existing data


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Restoring Trust in Superannuation Funds

July 08, 2019

There has been a flood of words from the Hayne Inquiry and little action to inspire trust. Using a Customer Experience program to approach compliance and customer treatment can confirm adherence to regulation and deliver positive experience

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Restoring Trust in Superannuation Funds

July 08, 2019
Source: confirmit.com

There has been a flood of words from the Hayne Inquiry and little action to inspire trust. Using a Customer Experience program to approach compliance and customer treatment can confirm adherence to regulation and deliver positive experience


Read Full Article

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