CX Crossword - by Matchboard

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Across
  1. 3. A customer who gives an NPS rating 0-6.
  2. 5. A technology used to automate customer service.
  3. 7. Expression of customer or employee opinions.
  4. 8. Acronym for the customer satisfaction metric.
  5. 9. What happens when a customer/subscriber stops doing business with a company.
  6. 10. Popular metric for customer advocacy.
  7. 11. A valued call centre agent skill when dealt with vulnerable customers.
  8. 13. A strategy incorporating game-play, such as contests or leaderboards, to enhance customer or employee engagement.
Down
  1. 1. The strategy of outsourcing work overseas.
  2. 2. A visual representation of a customer’s end-to-end experience with a product or service.
  3. 4. Familiarising a new customer with your business or product/service.
  4. 5. The process of a business and its customers coming together to produce a mutually valued outcome.
  5. 6. A strategy to ensure consistent strategy across all channels of service.
  6. 12. The tailoring of an experience to an individual customer’s needs.