By Ricardo Saltz Gulko This article is published through a partnership with the European CX Organisation (ECXO). Read the original here. Introduction The Net Promoter Score (NPS) has long been a widely used metric for assessing customer loyalty, satisfaction, and the potential for customer churn as a relationship and transactional metric. Despite its widespread use across various industries, […] The post Redefining Customer Feedback: Embracing Comprehensive Metrics for Accurate Sentiment Analysis appeared first on 1to1 Media ..read more

By Tom Lewis, Senior Vice President of Consulting, TTEC Digital When ChatGPT burst onto the scene, it was so widely adopted – and so quickly, by so many – that consumers soon started to expect generative AI-level responses from customer service bots. As generative AI suddenly infiltrated so many aspects of daily life, consumers assumed brands would be using it to deliver relevant information and answers at a moment’s notice. But there’s a major disconnect: customers are expecting generative AI-level responses from customer service chatbots, yet they’re often presented with very narrow-scoped b ..read more

By Ricardo Saltz Gulko This article is published through a partnership with the European CX Organisation (ECXO). Read the original here. As we have explored, AI is fundamentally transforming the employee experience, touching every aspect from recruitment and onboarding to learning, development, and day-to-day engagement. This transformation, driven by advanced data analytics, machine learning, and predictive technologies, is ushering in a new era of workplace efficiency and personalization. However, the path forward is not without its challenges. To fully harness the potential of AI, organizat ..read more

This article was written as part of a partnership between 1to1 Media and the European Customer Experience Organization. Talk to someone like Lynn Hunsaker and she’ll tell you there’s some 24 metrics to convey the value of the customer experience. She’s dissected and painstakingly diagrammed each one. When all the Venns, funnels, PowerPoints, histograms, flowcharts, and scatter plots are set aside, however, something remarkable becomes evident: While there are two dozen CX ROI metrics to track, companies need only focus on four. That’s music to the ears of those struggling to improve the e ..read more

Read the latest issue of the Customer Strategist Journal. As a writer, one of my biggest challenges is facing a blank page (or screen) before I start writing. How should I start? What should I say?   That blank canvas anxiety was all but eliminated with the introduction of ChatGPT and other generative AI tools. I can ask them to summarize a theme or start an article about XYZ. It gives me a starting point to jump off from as I work on my projects.   I also use AI tools for interview transcription and summarization, as a supercharged thesaurus, or to punch up something I’ve already wr ..read more

This article was written as part of a partnership between 1to1 Media and the European Customer Experience Organization. Criminy! Blast! Ouch! Barnacles! That pebble in your shoe elicits a yelp and other colorful expletives. And yet, companies too often ignore this root friction point — all in pursuit of quick wins. Stop that, said Lynn Hunsaker, chief customer officer of ClearAction Continuum, a Phoenix-based CX consulting and training company. As a former CX and QA executive at Fortune 250 companies, author, and professor, Hunsaker said she understands why it’s tempting to focus on building p ..read more

We’re thrilled to announce our new thought leadership partnership with the European Customer Experience Organization (ECXO), a leading CX business network that empowers leaders, people, and organizations in Europe and around the world to collaborate, discuss, generate brand awareness, learn, and grow. Join us as we continue to explore exciting developments in customer experience, innovation, employee experience (EX), design, adoption, and more—all related to digital media and customer engagement! As part of the partnership, we will be sharing content from ECXO members, as well as participating ..read more

By Ricardo Saltz Gulko This article is published through a partnership with the European CX Organisation (ECXO). View the original or learn more about the ECXO. Seamless customer experiences and clear interfaces are two key elements leveraged by successful tech enterprise to generate adoption, with design being the key to overcoming solution complexity. Intuitive, clear designs make it easier to generate adoption, decrease customer success costs, and help customers adopt the solutions easily with the right onboarding. The challenge is how. The answers is Yes. And also, no. Let me explain ..read more

Frantic. There’s no better word to describe the moment you realize you’ve lost your phone. Especially if you’re among the 70% of us who have experienced nomophobia, the anxiety triggered by separation from your phone. Being without a phone is so stress-inducing, that 23% of us would rather hold a tarantula and 14% prefer swimming with sharks over being phone-free, according to a survey by Sky Mobile, a U.K. mobile network provider. Whether lost or stolen, a missing mobile means mayhem. You want to report the loss immediately, protect personal data from the bad guys, and resto ..read more

Humanizing AI was a dominant theme at last week’s Mobile World Congress in Barcelona, where an estimated 93,000 attendees soaked up insights from brilliant leaders like DeepMind Founder and Google’s head of AI Demis Hassabis, along with all kinds of curious technology innovations. In a panel discussion, Hassabis acknowledged flaws in the image-generation tool of Google’s Gemini AI (previously known as Bard) and said the feature was taken offline with plans to relaunch in a few weeks. He described the image generator feature as well-intended but that it was applied “too bluntly.” Though he di ..read more