XM Knowledge Base
Articles attributed to Rosemin Anderson
How to improve your contact or call center experience
What is contact center experience? The contact center experience encompasses every touchpoint your customer might have with your customer service team. Whether calling for a refund, asking for help u...
By Rosemin Anderson
Brand monitoring: definition, methods and tools
What is brand monitoring? Brand monitoring is the act of collecting and measuring mentions of your company or brand across as many channels and touchpoints as possible – with a view to turn them in...
By Rosemin Anderson
Conversational vs. Generative AI: What’s the difference?
Generative AI is a key buzzword in the world of artificial intelligence. How is it different to conversational AI, and what does the implementation of this new tool mean for business? Read on to disco...
By James Skay, Rosemin Anderson
Omnichannel vs. multichannel customer experience
Today’s audiences are accustomed to engaging with brands on multiple channels. To stay relevant, businesses need to be able to successfully engage customers on various channels - but what’s the ...
By Ray Gerber, Rosemin Anderson
Understanding share of search and what it means for your business
Share of search might be a newer term being used in market research, but it’s a powerful tool for understanding your business’ position in comparison to your competitors. Learn how to measure and ...
By David Dungan, Rosemin Anderson
Contact center digital transformation: Your guide for success
With customers looking for more personal and more comprehensive experiences than ever, your contact center is likely inundated with requests and information. We look at the technology and processes be...
By Harry Gough, Rosemin Anderson
Six ways to find more survey participants
Get the right results from your survey by finding the right survey respondents to provide confidence in your data The challenge of finding survey respondents Getting the right survey participants is...
By Rosemin Anderson