Join Michael Allenson and Jen Rubin as they share benchmarking information on emotions in customer experience. The CXBenchmark tracks customer emotion data across 14 industries (listed below). In this webinar, we will share the results of this research, the implications for CX programs, and we will highlight tools for enhancing your ability to capture customer emotions within your CX programs. The information and tools shared will help you learn how to better integrate measures of emotion into your CX program so that you can:
- Sharpen your focus on the right CX goals
- Increase your understanding of your customers’ experience- emotional or otherwise
- Improve the context and impact of employee coaching
There is little doubt that emotion plays an important role in CX and to the extent we can capture customer feelings and emotion, our understanding of and ability to serve the customer will be enhanced.
Today, most CX programs capture emotion through text analytic sentiment coding that is performed on unstructured content provided in surveys or from social media. We will talk about ways measurement and understanding of emotions can be used to enhance your CX Programs.
As part of the CXBenchmarks program, we have been measuring through quantitative questions, the presence of a variety of emotions, both positive and negative, across 14 industries and over thirty different types of transactions.
In addition, we’ll discuss MaritzCX SmartProbe™ which is a patented approach to enhancing the unstructured comments provided through CX surveys, which results in greater context and understanding, as well as more accurate CX insight that can be leveraged.
Watch this insightful event now.
Benchmark Research Industries:
- Cable/Satellite TV and Internet
- Gas station and C-stores
- Drug Stores
- Specialty retailers including big box stores
- Department stores
- Discount department stores and warehouse clubs