Blog

Check out our most recent CX Index Insights about Contact Centres, Integrations and Customer Experience. Here you can learn about the key to CX success for any organisation.

May 15, 2020

How to Improve Customer Lifetime Value (CLV)

Customer Lifetime Value (CLV) is an important metric which shows how much profit your company can make from an individual customer over time. CLV is widely under-utilised.

April 24, 2020

How to Obtain Executive Buy-In for Added CX Initiatives

Whether you haven’t done much to change your customer experience (CX) programme in a while and you’re ready to take it to another level or you are just at the outset of building one, you’re going to need buy-in from executive management before you take the steps to improve your CX programme. This will require you to convey the value and advantage of evolving your CX programme overtime. This can prove difficult when making your case to busy executives with other priorities on their minds. Below, we outline tips that can enable you to be better equipped to get executive buy-in and bring them into a mindset of being customer-centric too.

April 21, 2020

Everyone Wins When Your Employees Are Happy

In this post, we discuss three elements that you should consider to ensure the happiness of your employees and ultimately improve CX.

April 14, 2020

Cleaning Up Common CX Mistakes

Many businesses make the same mistakes when implementing their CX programmes. Some mistakes are easy to fix, but others require structural or organisational changes so that they don’t continue to impact your customers’ experiences or perceptions of your organisation. Here, we discuss some of the most common CX mistakes and tips for how to clean them up.

April 3, 2020

Tips to Improve the Quality of Your Survey Design and Analysis

The difference between a high and low quality survey can affect your response rate, data analysis capabilities and your customers’ ability to respond thoughtfully. These design tips will help you to get the most out of your survey so you can gain the greatest amount of insight from your customers.

April 1, 2020

Using Social Listening to Improve Your CX Strategy

Many brands have social strategies to reach out to customers to engage them about a product or service, but it's important to go above and beyond and use social media as a point of call for customer service.