Search

Prediction : the future of CX

Recurso electrónico / Electronic resource
MARC record
Tag12Value
LDR  00000cam a22000004b 4500
001  MAP20210006890
003  MAP
005  20220901125815.0
008  180511e20210201usa|||| ||| ||eng d
040  ‎$a‎MAP‎$b‎spa‎$d‎MAP
084  ‎$a‎922.111
24510‎$a‎Prediction‎$b‎: the future of CX‎$c‎Rachel Diebner...[et al.]
260  ‎$a‎New York‎$b‎McKinsey & Company‎$c‎2021
300  ‎$a‎8 p.
4900 ‎$a‎McKinsey Quarterly
5203 ‎$a‎Companies of all stripes have invested heavily in tools and technologies to help them understand their customers more deeply and to gain the advantages of superior customer experience (CX). Yet as leaders strive to form a more complete picture of customer preferences and behaviors, they continue to rely on aging survey-based measurement systems that for decades have formed the backbone of CX efforts. Companies use these systems to track CX performance through brand or relationship surveys, close the loop on customer feedback via post-transaction surveys, and even plot strategic moves by attempting to mine the feedback from their regular surveys over time. Entire teams dedicate themselves to managing questionnaires and boosting response ratesand the resulting metrics can shape everything from employee bonuses and executive compensation to strategic investment decisions.
650 4‎$0‎MAPA20080624019‎$a‎Comportamiento del consumidor
650 4‎$0‎MAPA20150006509‎$a‎Experiencia del cliente
650 4‎$0‎MAPA20080595296‎$a‎Comercio electrónico
650 4‎$0‎MAPA20120019492‎$a‎Tendencias
650 4‎$0‎MAPA20080586546‎$a‎Nuevas tecnologías
650 4‎$0‎MAPA20080550592‎$a‎Encuestas
650 4‎$0‎MAPA20130017037‎$a‎Análisis predictivos
650  ‎$0‎MAPA20080547738‎$a‎Internet
7001 ‎$0‎MAPA20210004155‎$a‎Diebner, Rachel
7102 ‎$0‎MAPA20080442569‎$a‎McKinsey & Company
830 0‎$0‎MAPA20130011332‎$a‎McKinsey Quarterly