Blog

Episode 9: The Value of CX Recognition

Alexandra-Emily Kokova
Bring Awareness to Your CX Initiatives through CX Industry Recognition The dedicated work of a large number of organisations, institutions and associations make it possible for local CX networks, professionals and CX platforms to become a part of a global community. Industry awards are playing big role in this growing and evolving ecosystem. This episode of the CX Impact Podcast focuses on the value of CX awards and industry recognition.…

Episode 8: Choosing the Right CX Platform

Alexandra-Emily Kokova
How to choose the right platform for your CX initiatives Customer Experience Management technology market is growing rapidly. A few years back many new players were stepping in the market filling in different niches – for example, platforms specialised in a particular industry (B2B vs. B2C, insurance vs. telco, etc), operating in a specific region or company size (small, medium or large enterprise). Recently we've been observing a consolidation in…

RSNA 2020 During & Post-event Online Brand Buzz Performance

Mila Krasteva
Online analysis based on RSNA mentions in the period 29 Nov – 9 Dec 2020 29 Nov - 5 Dec 2020 The 106th Scientific Assembly and Annual Meeting by the Radiological Society of North America was held as an all-virtual event November 29–December 5, 2020. RSNA 2020 is where healthcare and medtech professionals found fresh opportunities to connect with the global radiology community and got a front row seat to…

Customer Experience Analytics: Silence is Golden. But Really?

Alexandra-Emily Kokova
Non-complaining customers, still to this day, take a large chunk of your customer base. They do, despite of companies using customer experience analytics, cause massive damage than the complaining ones. Here’s why you need to take care of them. TABLE OF CONTENTS Proactively ask your customers to voice their concerns > The Customer Complaint Iceberg > Which customer profile doesn’t complain? > Non-complainers, too, deserve your attention > The Service…

Episode 7: Prove Your CX Investment

Alexandra-Emily Kokova
Building a Successful CX Program from Scratch In this episode, we dive into two of the hottest questions in the industry - how to prove the financial impact of your CX program and align across the customer journey. In the first part of the conversation, we will provide guidelines and examples on how to show your program ROI and how to go one step further and link your CX overall…

RSNA 2020 Pre-event Online Brand Buzz Performance

Mila Krasteva
Online analysis based on RSNA mentions in the period 29 Nov – 5 Dec 2020 29 Nov - 5 Dec 2020 The 106th Scientific Assembly and Annual Meeting by the Radiological Society of North America will be held as an all-virtual event November 29–December 5, 2020. RSNA 2020 is where you'll find fresh opportunities to connect with the global radiology community and get a front row seat to the latest…