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Agi Marx

Agi Marx

Agi loves writing! She enjoys breaking down complex topics into clear messages that help others. She speaks four languages fluently and has lived in six different countries.

How to analyze survey data: best practices for actionable insights from survey analysis

How to analyze survey data: best practices for actionable insights from survey analysis

Collected all of your survey data? Great. Confused about what to do next and how to achieve the optimal survey analysis? Don’t be. If you’ve ever stared at an Excel sheet filled with thousands of rows of survey data and not known what to do, you’re not

Agi Marx
Agi Marx
Customer Metrics
7 proven ways to get C-suite buy-in for your Customer Experience strategy

7 proven ways to get C-suite buy-in for your Customer Experience strategy

Are you feeling discouraged by a lack of buy-in from leadership for your customer experience (CX) strategies? Perhaps your objective is a clear CX focus for the leadership at your company, but no-one seems to support your ideas? You’re not alone. This is a very common scenario in the

Agi Marx
Agi Marx
Customer Experience
5 best practice tips for customer journey mapping surveys

5 best practice tips for customer journey mapping surveys

Customer journey mapping is a great way to truly visualize your customer experience so that you can help drive positive change within your organization. What is a customer journey map? Let’s firstly define what a customer journey is. It’s literally every experience your customers have with you, so

Agi Marx
Agi Marx
Customer Journeys
5 best open-ended questions for your customer survey - and what not to ask

5 best open-ended questions for your customer survey - and what not to ask

Looking to improve your customer relationship survey? If you’re about to send your annual customer relationship survey, maybe you’re looking for new questions to ask, or wondering what type of open ended questions you should include. Here, we share the 5 best practice questions that we have found

Agi Marx
Agi Marx
Customer Experience
How to leverage your customer insights for growth in 2019

How to leverage your customer insights for growth in 2019

If you have a big growth goal to reach in 2019, you can leverage your customer insights from your Voice of Customer (VOC) data to achieve it. And on the flip side, if you have already invested in a VOC initiative, there are multiple ways you can use this data

Agi Marx
Agi Marx
Customer Metrics
Vodafone: transforming customer experience with Thematic insights

Vodafone: transforming customer experience with Thematic insights

Vodafone New Zealand has measured Touchpoint Net Promoter Score (TNPS) for many years. Three years ago, Vodafone Group migrated to an established Voice-of-the-Customer platform and Vodafone New Zealand was a key pilot market. In 2018 the company set an ambitious goal to significantly increase Touchpoint NPS across all customer-facing teams.

Agi Marx
Agi Marx
AI & NLP
Customer feedback analysis 101: What’s the best way to analyze vast amounts of feedback?

Customer feedback analysis 101: What’s the best way to analyze vast amounts of feedback?

Do you have a lot of customer feedback collected but don’t know exactly what to do with it? Maybe you’re debating whether to hire a data scientist in-house to analyze it all manually, or go the agency route? Perhaps you’ve heard about text analytics and wonder what

Agi Marx
Agi Marx
Feedback Analysis
Customer retention analytics: 5 strategies to reduce churn

Customer retention analytics: 5 strategies to reduce churn

Think customer loyalty programs are all about getting generic discounts, points and rewards? Think again. That was the old school way of doing things. Today, it’s more about offering customers something as personalized as possible, so that they feel truly special. So, let’s look at ways to reduce

Agi Marx
Agi Marx
Churn & Loyalty