Three CX Pitfalls Every Organisation Needs to Avoid

Posted by Rant & Rave

Implementing a CX approach isn’t easy. Sure, you may be aware of the different components that are needed to drive this approach forward. But putting it all together can be hard.

Read More March 8, 2017

Topics: Customer Engagement

Five Approaches to Measuring Customer Experience

Posted by Rant & Rave

Tracking and analysing data is an important part of many (if not all) CX job roles. But, with so many customer touchpoints to measure and so many metrics you can use, where do you start?

Read More March 7, 2017

Topics: Customer Experience, NPS, Measuring Customer Experience

A Quick Intro to First-Contact Resolution Rates

Posted by Rant & Rave

When something is going wrong, and a customer calls in with a query, they want to get an answer as soon as possible.

Read More March 2, 2017

Topics: Contact Centre, Customer Experience

The Promise of Omnichannel in a Multi-Device World

Posted by Rant & Rave

How many digital devices do you have within arms reach? Two? Three? Maybe more?

Read More March 1, 2017

Topics: Customer Experience, Customer Engagement

How to Reconnect Your Employees and Customers

Posted by Rant & Rave

Real-time technology is integral to capturing insight that's actionable but without your people, there's a disconnect.

Read More February 27, 2017

Topics: Employee Engagement

How to Close the Loop with your NPS Scores

Posted by Rant & Rave

Closed-loop reporting is a powerful tool for CX professionals. It enables us to prove the value of our work to senior execs and the wider organisation, by showing how it impacts of wider business metrics.

Read More February 22, 2017

Topics: Customer Experience, Customer Engagement, NPS

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