Chip James
Chip James
Chip James is President of eTouchPoint, a pioneering customer experience (CX) technology provider that has provided solutions to Fortune 500 leaders for 15+ years. A CX industry veteran, Chip has been a leading CX advocate through speaking engagements and development of industry best practices. Prior to his work at eTouchPoint, Chip held leadership roles at Commercetel, Qualistics, and CGI. He completed his undergraduate degree at the University of Virginia and holds an MBA from Georgia State University.
3 CX Practices That Yield the Best ROI
In a recent survey, 97 % of CEOs stated that customer experience (CX) was critical to their firm’s success. And, while 91 % agreed...
What’s Your CX Baseline? Tips to Drive Higher CX Scores
All companies want to improve the service and experience provided to customers, but not all recognize the strategies and technology required to create lasting...
3 CX Feedback Trends Every Company Should Embrace
Customers’ expectations about how brands interact with them are evolving. CX-savvy brands are applying innovations to capitalize on this trend and accelerate their CX...
4 Pillars of a Successful Closed Loop Alerting Program
Most companies want to address the concerns of every dissatisfied customer but many fear that goal is unrealistic. However, by applying proven best practices, companies...
4 Practical Tips to Win Support for Closed Loop Alerting
Every week I have conversations with clients or prospects about closed loop alerting (CLA) and how the process is working for their organization. These...
How to Make the Most of Your SMS Surveys
Customer feedback is the lifeblood of CX programs. But as customers receive more frequent survey invitations, they may be less likely to respond to...
3 Trends to Watch in Dissatisfied Customer Management
2016 is shaping up to be a big year for corporate customer experience (CX) initiatives. In fact, a recent study by CX think tank...
Why Companies Must Close the Loop with Unhappy Customers
It’s a well-known truth: social media has heightened customer expectations. In fact, a recent study revealed that 42% of customers who complain on social...