Experience Matters Blog

May 12, 2022

Conversational Analytics Are Transforming Contact Centers

Contact centers rely on a sample of interactions for customer experience metrics and agent coaching. Conversational analytics will transform their operations by enabling companies to immediately act on insights from every interaction.

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March 28, 2022

U.S. Well-Being Increases for Everyone Except Hispanics

9,000 U.S. consumers told us about their happiness, health, and financial security.

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March 11, 2022

Create More Actionable Insights With Employee Journey Analytics

Employee experience efforts typically gain insights from analyzing individual touchpoint feedback. To gain a richer understanding into what drives employee behaviors and attitudes, organizations should adopt employee journey analytics.

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December 13, 2021

Should You Tie Bonuses to Employee Experience Metrics?

Compensating managers and leaders for improvements in EX metrics may incentivise desired behaviors, but a poorly executed bonus program may result in rewarding the wrong behaviors and have an unintended negative impact. We provide tips on how to get this...

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October 26, 2021

Looking to Improve Your Response Rates? Use These Four Levers

Response rates are contextual, meaning there’s no one-size-fits-all answer to the question of what makes a “good” rate for a CX survey. However, there are four universal levers you can use to boost your response rates: Mode, Sample, Design, and...

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June 30, 2021

Five Shifts for Building a Dynamic, Always-On Relationship Program

To meet the needs of modern customers, organizations need to update their relationship programs. In this post, we explore how organizations can build a dynamic, always-on relationship program by making five key shifts to their existing program.

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May 6, 2021

How to Find and Fight Bias in Your X-Data

Bias in X-data collection can be a barrier to metrics communicating the information they’re meant to represent and cause poor decisions and behaviors. In this blog post, we present three practices for identifying and eliminating bias in X-data.

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April 8, 2021

It’s Time to Update Your Relationship Measurement Program

Despite being central to CX efforts, most organizations’ relationship measurement programs remain outdated. In this blog post, we explore the 4 capabilities organizations must develop to update their relationship management systems.

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March 25, 2021

Five Application Areas for Digital XM

Digital XM has become an essential part of any XM effort. This blog post explores 5 core Digital XM application areas organizations should focus on to improve both the digital and overall experience they deliver to customers and employees.

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March 4, 2021

Advice for Propelling Your Net Promoter Score Program

Net Promoter Score (NPS) programs typically progress through four stages, with an increasing focus on taking action that drives more value. We share 9 recommendations for propelling your NPS efforts.

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