Experience Matters Blog
What Will Generative AI Mean for Your XM Efforts?
Generative AI will be transformational, despite its short-term overhyping. Experience Management professionals need to plan around its capabilities in data summarization, pattern recognition, content personalization, and conversational interfaces.
Read MoreFour Principles for Action-Centric Dashboard Design
CX dashboards are a critical tool for driving customer-centric decisions, but many organizations today assemble the data haphazardly, making it hard for users to understand & act on. Here we introduce a new approach to designing action-centric dashboards.
Read MoreXM Discussions: Leading Through Uncertainty with American Express
In this video, Luis Angel-Lalanne, VP of Customer Voice at American Express shares his experience leading through uncertainty using experience management.
Read MoreThe ABCs of Employee Experience Action Planning and Six Roadblocks to Avoid
Activating frontline leaders to take action on experience insights is hard work. We offer a simple ABC framework to help managers respond in a way that is action-oriented, business-relevant, and conversation-based.
Read MoreConversational 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.
Read MoreBuild Four Action Loops to Respond to Insights
Experience management programs traditionally focus on inner loop and outer loop responses. However, modern XM efforts need to build four action loops: Immediate Response, Continuous Improvement, Process Integration, and Strategic Decision-Making.
Read MoreShould 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...
Read MoreFive Guiding Principles of Customer Recovery and Closing the Loop
Everyday negative experiences add up and erode customer satisfaction. Resolving them is a business imperative, and, when done very well, can even be brand-building. This post outlines 5 principles that all organizations can use to close the loop.
Read MoreAdvice 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.
Read MoreThe Four Causes of Customer Churn and What to Do About Them
When customers churn, it hurts the bottom line. Companies that wish to extinguish customer churn must identify the different causes and address them with the right strategies. We share four drivers of customer churn and how to tackle them.
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