CX Insights Oct

2. Customers’ complaints are good for it.
5. Always strive for the top.
7. One experience engineering technique.
8. We reviewed three for an effortless experience.
10. It is more important than reality.
17. The sum of its part.
18. A required organizational capability that can always be improved.
20. Adhering and meeting those is critical, be it quality or practice.
22. A set of skills and codes to master.
24. A famous metric used to quantify and monitor service quality level.
27. An essential piece of the 21st century support and business development operations.
30. Whether it relates to response or resolution, it has to be balanced by customer feeling.
31. An effortless experience is one of its key drivers.
32. It can only arise with long waiting and resolution times, repeat contacts or transfers, incorrect phrasing, no guided resolution etc.
34. There is always room for it.
35. It is required in all aspects of our business.

1. One emotional driver.
3. Most customers want it to be quick, simple and accurate.
4. It has a big impact on the customer’s perception of our capability to resolve their problem.
6. A skill that expand your ability to determine customers’ needs, when actively managed.
9. It must be instilled that the situation will be handled smoothly.
11. We must consistently align ourselves with those from the customers.
12. Each one has to be seamless, frictionless and effortless.
13. A critical aspect of the overall CX.
14. The challenge is to uncover those that are unarticulated.
15. An internal key factor to a rich and integrated CX.
16. It’s good practice to take it as you work on resolving an issue.
19. The one from our customers is ours.
21. It has to be it for our customers, in all aspects of our business.
23. ‘No complaint means happy customers’ is one.
25. A powerful way to demonstrate engagement and customer commitment.
26. A critical aspect of the overall CX.
28. Demonstrating it contributes to providing a positive experience.
29. A preference for issue resolution across industries.
33. Helping customers realize it from their investment in our technology is an essential practice for a differentiated experience.