Creating a Seamless Customer Journey with Conversational AI
Delving into the use of “conversational AI avatars” to underpin company brand values and to create a “survey companion’” with whom employees can build an ongoing relationship of trust.
Customer Experience
Why It’s Time to Say Goodbye to Traditional Surveys and Embrace Advanced Feedback Methods
Delving into the use of “conversational AI avatars” to underpin company brand values and to create a “survey companion’” with whom employees can build an ongoing relationship of trust.
3 ways to achieve impact from your Customer Experience (CX)
As I have discussed previously, the experience of a service or product is the basis on which judgements are made about future purchase. Positive customer experiences drive future loyalty, while negative customer experiences lead to dissatisfaction and defection. Unpacking this further, there are three key areas where a great CX program can impact your business. …
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Digging Deep – Customer Experience and NDIS
The rollout of the NDIS scheme was completed for all locations across Australia in 2020. As the scheme becomes embedded and participants gain more experience, many feel empowered to embrace the choice to spend their funding in a way that is most beneficial to them. At Evolved, we work with suppliers of NDIS services to …
Brand as bot
Consumer Brand Relationships A true relationship between a consumer and a brand forms from the alignment of values, expressed in a promise, resulting in desire, and manifested in purchase. We measure brand relationships in various ways. So far, so good. Tell us what you know Data access is (rightly) becoming more regulated and controlled. This means brands face a future where they may lose access to data about their customers or be forced to rent access to customer …
Introducing "Action Connect": Taking effective action on feedback
Taking action in response to feedback is critical to protect the ongoing viability of your feedback program, as well as to foster ongoing engagement between your organisation and its employees or customers.
Enhancing your customer experience strategy
Customer experience strategies are constantly evolving as COVID-19 changes the way we do business. Let’s examine what strategies can be implemented to prosper in a post-pandemic world.
You cannot have a relationship with a survey
Delving into the use of “conversational AI avatars” to underpin company brand values and to create a “survey companion’” with whom employees can build an ongoing relationship of trust.
Who loves a survey?
There is an elephant in the insights room. We need to talk about surveys. Has anybody else noticed just how many companies send out customer satisfaction and feedback surveys?
Are CX tech vendors providing adequate support post-platform deployment?
The biggest theme to emerge in my personal conversations with senior CX practitioners was vendors delivering on their promises of performance.
Let the conversation begin
There are often competing demands in market research that involve making trade-offs. The survey duration is a key example of this.
