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Author: Keith Kirkpatrick

Telecommunications customer feedback
Keith Kirkpatrick

Providing Real-Time Feedback to Improve CX

Technology and Coaching Measures Can Be Taken to Analyze and Tweak Feedback Interactions
Pricing and customer experience
Keith Kirkpatrick

Using Pricing Strategies to Influence CX

Pricing Remains Important to Customers, but Companies Have Flexibility in How They Use It
Customer data platforms
Keith Kirkpatrick

Leveraging CDPs to Turn Customer Data into Action

Customer Data Platforms Unify Data into an Always Current, Single Source of Truth
Social listening for better customer experience
Keith Kirkpatrick

How Social Listening Can Improve CX

Brands Using Social Listening Can Assess Advertising Campaign Effectiveness, Identify Social Influencers, and More
Customer support for product design problems
Keith Kirkpatrick

Mitigating Product Design Issues with CX

Simply Acknowledging Problems Customers Are Having and Keeping Them Updated Goes a Long Way
Limiting negative customer experiences
Keith Kirkpatrick

Reducing Negative Peaks to Improve CX

AI Technology Provides One Path to Finding and Limiting Bad Experience in the Customer Journey
Managing customer complaints
Keith Kirkpatrick

Managing Customer Complaints Effectively and Efficiently

Deal with Issues, Even Those Resulting from Customer Ignorance, Quickly and with Empathy
Captive portals for customer experience
Keith Kirkpatrick

Improving CX Via Captive Portals

Providing Landing Pages or Portals When Visitors Connect to Wi-Fi Hotspots Creates a Data-Gathering Opportunity
Customer onboarding
Keith Kirkpatrick

Improving the Onboarding Process to Improve CX

Identify Customers Who Need Onboarding Help and Provide More Information When and Where Needed
Building a CX Team for Success
Keith Kirkpatrick

Building a CX Team for Success

Organizations Can Take Inspiration from the Structure and Roles of Winning Sports Teams
Best of breed customer experience software
Keith Kirkpatrick

Best-of-Breed versus Single Vendor Software

Both Models Offer Pros and Cons for CX System Purchasers, Who Should Weigh Several Factors Before Buying
Customer Experience Technology Guide
Keith Kirkpatrick

Demystifying the CX Technology Stack

Dash Network’s Inaugural CX Technology Guide Examines the Function and Fit of a Range of Technology Elements and Best Practices
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