"Experience Investigators" crane logo
Eager to get started? Call us at 312-676-1315.

metrics

customer experience leader

What Kind of Customer Experience Leader Do You Need to Be?

The job descriptions for a customer experience leader vary between tactical analyst and strategic overlord. Defining just what a customer experience leader does can be tricky. But what’s even trickier is when you may not have customer experience or customer insights in your title. Maybe you’re a survey pro or a journey mapping guide, but only […]

What Kind of Customer Experience Leader Do You Need to Be? Read More »

5 Top CX Trends For Survival in the Age of the Customer

The way we create and deliver customer experiences is constantly evolving in this rapidly changing space. Keeping up with customer experience trends is now an essential part of running a successful business. It’s moving from a “nice to have” to a “must have” department in most organizations. Those with or without customer experience in their

5 Top CX Trends For Survival in the Age of the Customer Read More »

Beware: Destructive Customer Experience Advice is Everywhere!

When it comes to customer experience, there is no shortage of advice. Maybe your boss read “that book” on how to map your customer’s journey. Or maybe you were tasked with being the “customer experience” guy and dove into the many blogs, books, and podcasts about customer experience. There is just. so. much. It’s easy

Beware: Destructive Customer Experience Advice is Everywhere! Read More »

How to Improve Customer Service Training with Simple Metrics

For most businesses, improving customer service is a constant aim, as it is one area where they can separate themselves from competitors. It is, therefore, little wonder that many company bosses invest heavily in their efforts to improve customer service training, in order to bring staff members up to scratch. However, actually achieving the goal

How to Improve Customer Service Training with Simple Metrics Read More »

How Metrics Hide Serious Customer Experience Problems

by Jeff Toister It’s not every day you solve a $50,000 problem. That’s what the customer service manager had just done. It was a billing issue that fooled the company’s CRM system into thinking a customer’s payment had been processed when it really hadn’t. Incredibly, the IT department was able to fix the issue in

How Metrics Hide Serious Customer Experience Problems Read More »

5 Top Challenges CX Pros are Tackling Today

I’m lucky to have some conversations with smart people all across my industry. Thanks to a gathering of some Chicago Customer Experience Professional Association members and guests recently, my brain swirled with what could be next for customer experience. I may actually have walked away from our discussions with more questions than answers, but that’s

5 Top Challenges CX Pros are Tackling Today Read More »

Emotions are the Best Customer Metrics After All!

It’s Day two at the Next Generation Customer Experience conference. (You can catch up on my takeaways from day one here!)   Today I was asked to share insights around emotional feedback, along with Kathryn Churches from American Family Insurance. It was a great discussion, and I think the emphasis on emotions underlines one of the biggest

Emotions are the Best Customer Metrics After All! Read More »

10 Critical Components of Successful Customer Experience Programs – and How to Prove Value

How to Create Measurable Impact and Win Support… No Matter Where You’re Starting

Friday, April 5, 2024

11 am ET | 10 am CT | 8 am PT