Customer Experience Champions: Best Practices from the CX Veterans Paid Members Public
I’ve just returned for Corinium’s Chief Customer Officers and Influencers conference in Atlanta. As someone who just joined the customer experience and insights industry four weeks ago, this felt like a capstone project where I was forced to “talk the talk” and “walk the walk.” It was humbling
How to Improve Customer Service with Unstructured Data Paid Members Public
Last month, I had the pleasure to speak with Jeff Toister (CPLP, Author of “The Service Culture Handbook”) on his webinar on how to improve customer service with unstructured data. Contact centers often miss out on many opportunities on how to improve their team’s performance and deliver critical insights
How to get meaningful, actionable insights from customer feedback Paid Members Public
Many companies collect vast amounts of raw customer data, but don’t know how best to use it! Here's how to turn your feedback into actionable insights.
Does it matter which customer experience metric you choose? Paid Members Public
Are you responsible for measuring the progress in improving customer experience? If yes, I’m sure you needed to come up with a rationale on which metrics to choose for this: Is it an all ubiquitous Net Promoter Score (NPS), the traditional customer satisfaction CSAT, or a more recent invention
Thematic Analysis for Feedback: The Secret Weapon Most Companies Miss (Part 5/5) Paid Members Public
Discover Thematic Analysis, the ONLY text analysis approach that's accurate, fast, and transparent. Learn how it outperforms other methods and uncovers hidden insights in your feedback.
How to make the most out of YC Startup School Paid Members Public
Last year, in 2017, my co-founder signed us up for the YCombinator’s Startup School (SUS). 10 weeks later, our lives had changed completely. We were admitted into the YC’s core program, moved to Silicon Valley and were growing faster than we could onboard customers. This year, YCombinator launched
Topic Modeling for Text Analysis: The Hype vs. Reality (Part 4/5) Paid Members Public
This is the 4th article in my series of Text Analytics posts explaining popular approaches to feedback analysis. Last week, we talked about text categorization, a Machine Learning approach that requires training data. We concluded that it can’t detect emerging themes in people’s feedback and that it’s
Text Categorization Demystified: Does It Really Deliver on Advanced Analytics? (Part 3/5) Paid Members Public
Explore text categorization for analyzing feedback: its machine learning power, the crucial role of training data, and the four key challenges it faces in real-world applications.