Digital transformation is one of those terms that has been taking the corporate world by storm for the past years. Like it or hate it, it’s here to stay. Here is proof from Google trends showing the growing popularity of the search term “digital transformation”: There are some great examples of digital transformation already happening in industries that aren’t typically digital-first. In this article, we’ll look at some of these examples. We’ll also review what…
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Getting CX buy-in and commitment for CX initiatives from executive leaders is key when it comes to driving real results for customers, but many CX leaders struggle with this. We surveyed 150 CX professionals to learn about their current role and situation: Are they getting buy-in in their organization? Which strategies have they tried that worked to secure CX buy-in and which didn’t? This report describes the survey itself, its respondents and provides a deep-dive…
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Have you heard of the Grace Hopper Celebration, also known as GHC? It’s the world’s largest gathering of women in tech! This year, 25,000 women met in Orlando, Florida. And it was epic! I was honored to speak on a panel titled “So you want to be a CEO?” that was moderated by my friend, Lilia Abaibourova. I was joined by her and two other female CEOs, Jenny He and Seema Gururaj. Together, we had…
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How many hours have you spent sitting in front of Excel spreadsheets trying to find new insights from customer feedback? You know that asking open-ended survey questions gives you more actionable insights than asking your customers for just a numerical Net Promoter Score (NPS). But when you ask open-ended, free-text questions, you end up with hundreds (or even thousands) of free-text responses. How can you turn all of that text into quantifiable, applicable information about…
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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 you can use to calculate two financial models: the impact of Net Promoter Score (NPS) on company revenue and on customer acquisition costs….
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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 time. Having been through YCombinator, raised VC funding and with a growing number of happy customers, we can afford to live here for the next few years. The unfair…
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“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 relate, churn is what hurts founders the most! In this post we describe how you can use your customer feedback surveys to perform churn…
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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? Arianna: How did I get here? It was definitely accidental. When I grew up, I really thought only three careers existed. I thought I…
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– “Hey, aren’t you the creator of Maui?”– A few months ago, someone I didn’t know approached me at O’Reilly’s AI conference. – “Yes, I am”, I said, excited that someone still remembered my project, and a little sad too… It’s been almost 10 years since I’ve published Maui’s open-source code repository at the end of my PhD, and approximately 5 years since I stopped participating in its community forum. This is a story of…
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What do Chief Customer Officers have in common with YCombinator? They are both driven by creating products and services that people want. Last week, I attended the Chief Customer Officers & Influencers conference in Atlanta. I got a chance to give a keynote on how companies can disrupt themselves through customer insights and this post summarizes some of the key points I made. Disruption Silicon Valley – way Coming to Atlanta from a YCombinator startup…
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