Customer Experience

How to earn customer loyalty in insurance through quality service and experience

Alexandra-Emily Kokova
Telecommunications Healthcare Industrial Production Consumer Goods Customer experience Text Analytics Advanced Analytics Market Research Are there clear winners of the race to great customer experience among leading insurance companies? According to a recent Forrester study, probably not. In this article we explore ways for insurers to step out of the middle ground of lukewarm CX and increase customer lifetime value through advanced customer analytics models. TABLE OF CONTENTS The European…

Episode 11: Solving Customer Analytics Challenges

Alexandra-Emily Kokova
Customer experience analytics is commonly considered as the discovery, collection and analysis of customer data. This data aims to help you make intelligent decisions through actionable insights. Whilst the field is rapidly growing, the exact scope and impact significantly varies from one organisation to another. Episode 11 of the CX Impact Podcast features GemSeek's managing director and renowned customer experience expert - Morgan Evans. Morgan and Momchil talk about the…

The Customer Experience Impact Strategic Framework: How to Prioritise and Scale Up High-Return Initiatives and Multiply Business Value

Alexandra-Emily Kokova
Creating value What is a job to be done? Great CX or appropriate CX Deliberate actions & intelligent trade-offs CX Impact in practice Tips to get started CX Impact: The Missing Ingredient A study after study shows that customer experience management is growing in importance for companies. Yet, understanding customers and implementing measures to improve their experience remains a major challenge for CX leaders. Many companies engage in an endless…

The CX Impact Hub is now officially certified by the Customer Insitute

Alexandra-Emily Kokova
The most accurate answer to “What is the ROI of my CX program” Do you report NPS as a key metric to top management and even the board of company, but still struggle to give exact numbers when asked about how increased customer satisfaction correlates to higher revenue? Well, you are not alone. A lot of Customer Experience executives can measure the effect of certain initiatives and improvements in terms…

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…

Celebrating CX Impact with 4 wins at European Customer Centricity Awards

Mila Krasteva
Telecommunications Healthcare Industrial Production Consumer Goods Customer experience Text Analytics Advanced Analytics Market Research We had a great night of celebration at the European Customer Centricity Awards yesterday! Three of our clients’ core transformation projects won in the following categories: "Best CX Strategy" for our project with HeidelbergCement: "Business Transformation inspired by a customer-driven strategy" "Digital Transformation" and "Best measurement in CX" for our project with Signify: "Expanding the scope…