Customer experience (CX) is a critical function for any SaaS business. But all too often, CX teams are left to fend for themselves when it comes to tracking critical metrics across the customer base.

Your frontline teams are your brand. They influence satisfaction more than any marketing campaign ever will. But they can't ...

Steps CMOs can take to become more successful in delivering customer experiences that add value for both the customer and the organization. CMOs want to make CX investments that will drive the most ...

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A positive customer experience is fundamental to the success of any business, including B2B organizations. Qualtrics research found bad customer service could cost more than $3.7 trillion globally.

In 2003, Fred Reichheld, a partner at Bain & Company, created the net promoter score (NPS). The metric is used in customer experience groups to measure the loyalty of a customer to a product or ...

Buyers are spoiled for choice and as a result, customer loyalty is in decline. In this environment, how do you reconnect with your B2B customers? In a fiercely competitive market, with so many ...

Ask any brand to rate their customer experience on a scale of one to 10 and most will probably choose a high number. Now ask one of their customers, and they’ll probably give a different answer – a ...

How do you measure customer experience? It helps to start by understanding what constitutes good CX. Brands need to know because 75% of consumers say they’ll spend more for it and 80% will switch to a ...

How to Measure and Improve Customer Service for Growth High-quality customer service is often a defining factor in a company’s success. At its core, customer service is about meeting the expectations ...

TYSONS, Va.--(BUSINESS WIRE)--Medallia, Inc., the global leader in customer and employee experience, along with Ipsos, one of the world's leading market research companies, has announced the next step ...

Retail media networks (RMNs) have become as mainstream as existing content and advertising channels. The problem is that RMNs ...