Everyone in your team is working hard to improve the Customer Experience (CX). But are your results having the impact you want? If not, why? Politics? Silos? Technology? Whatever the excuses are, it’s time for them to stop. It’s time for CX teams to challenge themselves and their organizations to understand what they need to do to meet the sky-high expectations of CX in 2019.
In this webinar, Jason Bryce, Confirmit’s Technical Solutions Consultant, will discuss Confirmit's Dynamic Open Text technology and reveal the groundbreaking results of our research on the success of using automation to improve open text survey responses.
Market Research is changing. The rise of digital communications and the expansion of consumer data means that Market Researchers face a real challenge to mine real insights from multiple feedback channels. More importantly, they also need to provide a unique service that provide superior value to customers.
Capturing feedback from customers and taking action on individual cases is table-stakes these days. It’s a great improvement over the past, but today’s “one-click” world means customers expect more. So you need to do more.
Wouldn’t it be lovely if your business had a crystal ball that would tell you what to do to improve the organization and what the future held? With that information, you could plan the most effective steps to drive revenue or beat out the competition…
Building a Customer Experience (CX) program is a huge challenge but the rewards can be high, particularly for the persistent CX practitioner who continuously evolves the program and finds ways to add value to the business. What happens if your program stops evolving and delivering ROI? Disappointment can lead to disillusionment among stakeholders, and a successful CX program needs support from across the business.
One of the biggest challenges in research today continues to be engaging the youth market - whether that’s generation Z or their slightly older millennial counterparts. In her latest book iGen, Dr. Jean Twenge’s suggests that Generation Z and many Millennials are defined as those who’ve spent their most of or their entire adolescence in the age of the smartphone. The impact of always-on, smart technology has clearly shaped the attitudes and behaviors of the youth market, making it increasingly challenging to engage them in research activities.
The complexity of B2B relationships makes it harder to answer the questions commonly asked by those who own the customer experience. How do we... Understand customer expectations? Use metrics to help us manage? Prove the impact of CX on the business? Differentiate in a crowded market?
Declining responses rates and low levels of participant engagement are never far from the minds of Market Researchers, Customer Experience teams, and insight professionals. But is there really that much you can do about it?
Advances in technology have introduced text analytics as a means of automating and streamlining review, categorization, and the analysis of sentiment behind the text. While this technology is extremely valuable, researchers and CX pros often have a lot of questions about it: how it’s implemented, how it can be used to streamline their efforts, how accurate the analysis is, how customizable/configurable it is, and how it will impact their business. In this webinar, we’re bringing together a panel of text analytics experts including, Jason Bryce, Lauren Azulay, and Alison Bushell, to answer the challenging questions about text analytics technology.