CX Assurance Blog

Posts about Category5 (2)

    Is Your Auto Attendant Driving Away Potential Customers?

    A recent research report by Daniel Harris, Market Research Associate, Software Advice , surveying small and mid-sized businesses shows that a poorly designed customer experience using an auto attendant can drive away potential customers. Specifically, the report...

    Is Your IVR Driving Away Potential Customers?

    A recent research report by Daniel Harris, Market Research Associate, Software Advice, shows that while IVRs are central to communications in modern customer engagement centers, they are also a major pain point for customers. Specifically, a poorly designed IVR...

    CX Metrics, Testing, and Business Goals

    I am a member of Lean Startup Circle in San Francisco. It's a decentralized grassroots organization of Lean Startup practitioners all over the world. We come together to share tips, tricks, and stories about our successes and failures building companies. At a...

    How Much Does a SEV1 Cost Your Organization?

    The answer is, it depends. The cost of a SEV1 depends on many factors including when the error is discovered and how difficult it is to diagnose and repair. But first, what is a SEV1?

    Four Words Going Bye-Bye and Customer Experience

    Thomas L. Friedman, a Pulitzer-winner who writes on foreign affairs, globalization, and technology for The New York Times is one of my favorite authors. I recently read his Opinion Page article, Four Words Going Bye‐Bye. He starts his article by stating that there...

    Six Core Values to Build a Great Customer Experience

    ‘Customer Experience is today’s business benchmark, according to a blog post by Martin Zwilling published earlier this year on Forbes.com. In this post, Zwilling asks, “What is that customer experience that every modern marketer is talking about, and how do you...

    Quit Rolling the Dice; Monitor Your Customer Experience

    As the demographics of consumers change and the market becomes more global, the number of face‐to‐face interactions with customers is decreasing or, in many cases, disappearing altogether. Companies now rely heavily, and sometimes exclusively, on technology...

    Measure, Compare and Monitor Voice Quality for a Better Customer Experience

    How serious are you about the customer experience? No – really how serious are you? James Allen from the Harvard Business School found that although 80% of businesses state that they offer a great customer experience, only about 8% of customers feel the same about...