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The Customer Experience Blog

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Conversational Surveys: A Game-Changer in Feedback Collection

Conversational surveys are surveys designed to feel like a natural conversation rather than traditional survey questionnaires. With advanced AI, it enables an interactive approach to gathering more detailed customer feedback beyond the standard response of good, bad, or okay.

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Survey Design

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How Customer Experience Outsourcing Could Benefit Your Business

By: Mike Henry

Customer experience outsourcing involves delegating certain aspects of customer experience management to third-party providers to scale CX operations.

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Credit Union Reputation Management: Why It’s Key for Member Trust and Satisfaction

By: Mike Henry

Credit union reputation management is the process of listening to members and analyzing their feedback to build experiences that encourage…

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Customer Experience Maturity Model: A Framework for Improving Experiences

By: Mike Henry

Companies focusing on customer experience (CX) improvements report better overall business metrics. While building a mature CX program is no…

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Social Media Intelligence to Stay Competitive and Engage Customers

By: Mike Henry

Customers are increasingly relying on social media to decide which brand to trust. With social media intelligence, you can analyze…

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Where Should Customer Experience (CX) Teams Live Within An Organization?

By: Mike Henry

CX teams are responsible for spearheading an organization's customer experience efforts. These teams need to be equally skilled and flexible…

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Customer Experience Journey Mapping Strategies to Improve Business Performance

By: Mike Henry

Customer experience journey mapping is how organizations visualize the end-to-end customer experience. Effective customer journey maps result in improved customer…

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The Ultimate Guide to Google My Business Posts

By: Kameliya Doncheva

Google Posts can supercharge your customer engagement on your Google Profile, drive conversions, and even boost your SEO efforts. Learn…

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User Feedback for SaaS: Best Practices & Tools for Business Success

By: Barbara Wharton

Collecting user feedback for SaaS businesses helps improve products and customer experiences. A comprehensive feedback tool can capture the user's…

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Voice of Customer Analysis to Improve Customer Loyalty and Retention

By: Barbara Wharton

Voice of Customer (VoC) analysis is the process of understanding the intent and expectations behind customer feedback. Monitoring and analyzing…

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Addressing AI Hallucinations for Improved Business Performance

By: Barbara Wharton

AI hallucinations occur when AI models generate incorrect or made-up responses. These hallucinations create challenges across industries relying on AI,…

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The Power of Customer Behavior Analysis

By: Mike Henry

Customer behavior analysis refers to the process of studying, analyzing, and acting on your customers' behavior. Actively analyzing customer behavior…

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Social Listening Tools to Understand Customers & Improve Experiences

By: Mike Henry

Listening to customers online can help you learn about current expectations and behavior. This proactive approach helps you deliver better…

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