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CX Metrics

Building Lasting Customer Relationships in the Humanized Age of CX

Dennis Wakabayashi -
Human Connections Drive CX! Go beyond metrics with CX expert Dennis Wakabayashi. Learn key steps, bridge EX and CX, and build an agile CX strategy for lasting customer relationships.
Featured Posts

Creating Customer Journey Maps is Akin to Charting a Treasure Map

Khushbu Raval -
Mike Wittenstein, from exchange student to global consultant, seamlessly blends storytelling with deep CX insights as a virtual speaker. Mike Wittenstein’s journey is a captivating...
Loyalty

What Factors Are Responsible for Reducing Customer Churn Rates?

MartechView Editors -
With the uncertainties in the market post-lockdown, customer trust saw a drastic change. Explore how 10,000 US consumers responded and how AI is helping...
Customer Service

From McDonald’s to Nike, Brands Embrace Customer Control

Peony Hirwani -
Self-service isn’t a solo ride. Brands are empowering users with tools to carry them through the buying journey at their own pace. Looking back to...
Martech

CES 2024: The Future Is Here, and It’s Looking Bright

MartechView Editors -
Forget flying cars (for now). These are the innovative products, prototypes, and ideas that truly grabbed our attention at CES 2024, showcasing the future...
Customer Service

Buy Online, Regret Later? Unraveling the Logistical Nightmare of BORIS Returns

Yash Raaj -
Online returns drowning your business? Explore tech solutions to conquer "Buy Online, Return In-Store" chaos, boost efficiency, and slash waste. For companies, the shirt, the...
Martech

All You Need To Know: Google Duplex

MartechView Editors -
We’re far from creating AI that can pass the Turing test. In fact, automated phone systems are still struggling to recognize simple words and...
People

Bridge, Don’t Divide: Navigating Generational Customer Differences

Khushbu Raval -
Discover how to navigate generational differences, balancing automation with human connection for 21st-century customer experiences. Joseph Michelli, the CEO of The Michelli Experience, is a...
People

Service in US Call Centers Need a ‘Ring’ of Greater Improvement

Chandni U -
Pablo Paz Hernández, Founder & CEO of Interactive Contact Center and Co-Founder & CEO of Hubely, gives us an overview of the state of US contact centers.
CX Metrics

All You Need To Know: Customer Effort Score (CES)

Khushbu Raval -
There are various ways to understand how customers feel about your business, most of them coming down to delivering a simple survey.
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