Create Success – The Alphabet Soup of Customer Experience Acronyms-Part 2

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In a previous blog post, I defined the various contact center-related measurement acronyms and how they may be ideally combined. I bet you’re wondering, “Well, what do I do with this information?” Don’t worry, I’m going to help you. First, let’s take another look at the right combinations of measure for your business, reiterating my […]

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Recipe for Success – The Alphabet Soup of Customer Experience Acronyms

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Like chemistry, great customer experience measurement combines the right mixture of items in the right proportions to produce a transformative experience your customers will surely notice. There is a veritable cornucopia of acronyms, measures, metrics, and objectives in the customer experience (CX) space that, if mixed the right way, can provide the exceptional customer journey […]

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From the C-Suite and Beyond: Driving the Value of Customer Experience

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How inContact “Walks the CX Talk” inContact believes that the customer experience (CX) and the customer’s satisfaction are critical to the long-term success of our business. After all, the entire foundation behind inContact and our solutions is to help contact centers transform their customers’ experiences! We genuinely believe in the power of customer experiences and […]

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How to Leverage Six Sigma to Improve Customer Experience

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For many years I have been a practitioner of both customer experience (CX) and Six Sigma, so I can personally speak to the unmatched advantages of bringing these two disciplines together. Independently, both Six Sigma and CX are powerhouses at driving business results, and when combined correctly, they provide a strong one-two punch for your organization. […]

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