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Re: Customer Effort Score - Are you measuring it? If so, how and when?
Great info Dave. What I love about CES is it helps identify those friction points that are painful to the customer, which is hard to do with just CSAT surveys.2 -
Re: Are you seeing increase demand for CPQ (Configure, Price, and Quote) solutions?
I'm receiving more inquiries on CPQ right now, so I do think companies are looking at either investing in this, or better leveraging a CPQ engine they have. The challenge is traditional product-centr…1 -
Re: Response Rate Changes to Customer Experience Surveys?
If I could add my 2 cents, if you are seeing a drop in response rates, pay particular attention to your toxicity rules. I've been having a repair issue with a home appliance and have spent about 20 h…8 -
Re: COVID-19 Impacts to Digital Customer Experience
Here's a link to the report I published with an overview of various virtual engagement tools, and use cases for them across service and sales: https://www.tsia.com/resources/building-the-infrastructu…5 -
Re: Has anyone started putting together detailed plans on how to reopen physical offices?
Hi Jesse; I haven't talked to anyone progressing that far. Our data is showing many companies will be shifting to more remote work longer term. Here's an article I read recently that outlines a few a…4