This blog is a comprehensive guide that will tell you everything you need to know about calculating the ROI of Customer Experience (ROI of CX) to move from insights to action.
It includes a step-by-step guide to help you calculate the ROI of CX.
We've also created spreadsheets just for you that
Facebook reminded me that it’s been exactly 1 year since we (Nathan and I) moved from New Zealand to San Francisco! It’s the third time that we are coming to California to live for an extended period of time, but the first time for more than 3 months at a
Earlier this month I attended the CXPA conference in Salt Lake City.
CXPA or the Customer Experience Professionals Association is an organization dedicated to cultivating the CX profession.
Check them out.
The conference brings together CX experts from a variety of industries to talk about pressing issues affecting teams and practitioners.
Thematic participated in the OnRamp Insurance Conference in snowy Minneapolis last month. The event brought together some of nations premier insurers, investors and startups to discuss innovation occurring in fin-tech and insure-tech. Many of the insurance providers have even established corporate venture capital arms to invest in the technology and
“We recently launched a new way of delivering our product and customer churn is a major pain!” -- a concerned friend.
Since I co-founded customer feedback company Thematic, friends who work on software products often ask me how to effectively use feedback to identify, fix and prevent customer churn. I can
Interview with Arianna McClain, Director of UX at Cruise
Alyona: Arianna, you’ve had an amazing career in such a short time. You worked for IDEO and led user experience and customer insights at DoorDash and Cruise, two of the most successful YC companies. How did you get into this exciting field?
Customer churn can be a nightmare for your business, but controlling it is key to the long-term survival of your business. Why? Because repeat customers lead to higher profits for your business as they are associated with higher sales.
As a matter of fact, according to the Harvard Business Report,
Maybe it is an occupational hazard, but every time I receive service, I make two snap decisions:
Does this company know how to care for my presenting need?
Does this company care about me?
These days we have a tendency to talk at each other, instead of to each other.
Think social media. There are a whole lot of voices out there screaming into the void. A social media monitoring company, Sysomos, looked at 1.2 billion tweets back in 2010 and found that 71% got no
The idea of customer satisfaction surveys originated with good intent. Businesses wanted to know how their customer’s felt so they could make things better. Unfortunately, somewhere along the way, things went wrong.