Calculating the ROI of CX: Complete Guide 2024 [Includes spreadsheets] Paid Members Public
A complete and comprehensive guide to help you calculate the ROI of CX and prove the value of CX & NPS to executive teams. A customer experience ROI guide.
Why customer feedback is critical for digital transformation in 2020 Paid Members Public
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
How to get CX buy-in from decision makers to truly improve CX: Report surveying 150 CX professionals Paid Members Public
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
Why I love the Grace Hopper Celebration - and you should too! Paid Members Public
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
Coding Qualitative Data: How To Guide Paid Members Public
A starting guide for coding qualitative data manually and automatically. Learn to build a coding frame and find significant themes in your data!
How we moved our startup from New Zealand to Silicon Valley Paid Members Public
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
How To Perform Churn Analysis - [Free Guide & Templates] Paid Members Public
“I need a churn analysis! 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 churn analysis to identify, fix
How top YC companies use customer insights to drive product roadmap Paid Members Public
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
