More and more users are engaging with brands through mobile devices and specifically through apps. In the US, mobile digital media time is at 51% – significantly higher than desktop at 42%, and out of the time spent on mobiles, 90% is spent on apps. These figures show that it’s now crucial to provide a […]
In 2014, Gartner published a survey in which 89% of the responding companies said that by 2016 they expected to compete mostly on the basis of customer experience. However, a recent article in Forbes noted that ‘although 93% of senior executives stated that improving customer experience is one of their company’s top three priorities in […]
Customer touchpoints are the different ways consumers experience your product or service, through all channels – websites, retail stores, email, social media, mobile etc… – from beginning to end. Every one of these touchpoints presents a valuable opportunity to engage with your customers, listen to what they to say and use their feedback in order […]
Shep Hyken is a customer experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Shep works with companies and organizations who want to […]
Engaging with your customers and receiving feedback is essential to improving your customer experience, and your business. By keeping your finger on the pulse of what your customers want, and don’t want, you will become better equipped to solve problems, improve your products and services and provide a consistently great customer experience.
In order to effectively […]
We continue our CX Expert series with Annette Franz – Certified Customer Experience Professional (CCXP) and author of the blog CX Journey. Annette has been voted #45 of The 100 Most Influential Tech Women on Twitter by Business Insider, Top 10 of 2014 Top 50 Most Active Influencers in Customer Experience by MindTouch, and is a […]
Kampyle is excited to announce the launch of the NebulaCX Experience Optimizer.
The NebulaCX Experience Optimizer is a unique and powerful technology that combines Web analytics with Voice of Customer data, providing unparalleled insights into customer behavior, satisfaction, and sentiment.
Web analytics is widely used across all industries and has become a standard technology used by most […]
For the first in our series of Customer Experience Expert interviews, Kampyle reached out to Mike Wittenstein – a top-ranked thought leader, popular international conference speaker and founder of Storyminers. In our interview we discuss emerging trends, the continued rise of CX, and Mike’s favorite companies for CX:
Can you tell us how you got into CX and why […]
Check out our new SlideShare on how to plan your Voice of Customer program! Find out why Voice of Customer is so important, the best ways to define your business goals and KPIs, how to map out your customer engagement strategy, and the questions to consider when selecting a vendor.
For the complete guide, download […]
The 2016 Voice of Customer Toolkit: All the Resources You Need to Launch a Successful Voice of Customer Program
Over the past few years, a dramatic shift in the balance of power between customers and brands has taken place; customers have become more knowledgeable and more empowered. They expect a stellar experience in every interaction, and an ever increasing range of communication channels allows them to publicize whether or not they have received it. […]