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Rooms To Go is a major US independent furniture retailer. The company employs nearly 7000 members of staff across 11 US states and turning over $1.5 Billion in sales, annually. Since its inception in 1991, Rooms To Go has offered customers the opportunity to purchase an entire room for their home; everything from furniture, accessories right down...Full Article »
How does a customer’s loyalty drive your business growth? Forrester shows the value of CX investment. Forrester reports that 50 per cent of customer experience (CX) professionals can’t determine what an improvement in customer experience is worth to their business. To help illustrate the value, the research firm analysed data from their CX...Full Article »
The best-performing companies use customer feedback to fuel learning and innovation. This research reveals the formula for doing it well. To better understand the specific practices that customer-driven innovators use to anticipate, act on, and adapt to the changing expectations of a more empowered consumer, Accenture and Medallia surveyed 450...Full Article »
Live online chat is proving to be a successful way to engage with customers in the guided economy. Customers expect chat to be consistently easy and effective at answering their questions, resolving their issues and guiding them to their desired outcome. Learn how to leverage live chat to meet and exceed your customers’ expectations and you...Full Article »
Self-service has become an integral component of journey design as the modern customer demands speed, accuracy and consistency across all support touchpoints. By incorporating elements of self-service into the design phase of journey mapping, companies are improving customer satisfaction on the one hand and their key business metrics on the...Full Article »
In 2018, understanding your customers’ journeys as they interact with your brand across touchpoints and channels is paramount for driving optimal business results. But with so many disparate channels, tools and data sources accomplishing this can be a near-impossible task (with traditional analytics methods and tools, that is). In this...Full Article »
Customer feedback surveys are essential for understanding what contributes to satisfaction and emotional engagement for your customers. Quantitative (choose an answer) and qualitative (open ended questions) will help you identify your core components of loyalty and sentiment. A Voice of the Customer (VOC) programme that includes customer surveys...Full Article »
This lookbook spotlights the coolest, most out of the ordinary and spectacular projects and results achieved by the Convergys Analytics team in a single year. Download the report for case studies on:Feedback fantasticSocial savvyBurn churnChannel challengePredictive powerSuper sleuths...Full Article »
As communication channels expand and customer inquiries become more frequent and complex, customer care leaders are facing a tough question: ‘How do we deliver the best customer experiences to a market that wants to self-serve in digital channels, but still needs agent assistance in crucial moments?’ Today, big customer experience (CX)...Full Article »
What are the most important issues that you should zero in on when examining your customer journeys? Knowing what to look for first can go a long way toward helping you get jump-started on implementing corrective action. Based on their experience in conducting customer journey mapping for leading global enterprises, Convergys discovered the...Full Article »
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of 2