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Customer Experience

100 Posts
The Beginner's Guide to Customer Experience Analytics
The Beginner's Guide to Customer Experience Analytics
Members Public

Customer Experience Analytics (CXA) is key to understanding why customers buy or churn. This guide will help you use your use customer data to get insights and understanding to drive better business decisions and improve revenue.

Customer Experience
Ecommerce Voice of Customer: A Comprehensive Guide
Ecommerce Voice of Customer: A Comprehensive Guide
Members Public

The best eCommerce customers have a high repeat purchase rate and leave positive comments. Say, a proportion of these high-repeat customers start to drop off. They’re buying less, then suddenly not buying at all. What’s happening? You’re not face-to-face with these customers, so you need a way

Customer Experience
How Watercare drives customer excellence with VoC and Thematic
How Watercare drives customer excellence with VoC and Thematic
Members Public

When two major storms wreaked havoc on Auckland and Watercare’s infrastructurem the utility went through a CX crisis. With a massive influx of calls to their support center, Thematic helped them get inisghts from this data to forge a new approach to restore services and satisfaction levels.

Customer Journeys
Reporting ROI of CX: Top 3 Challenges and How to Solve Them
Reporting ROI of CX: Top 3 Challenges and How to Solve Them
Members Public

What steps can you take to measure the ROI of Customer Experience improvements? identifying the challenges to ROI reporting will make it easier to consistently report on the impact of CX projects. Whatever the context.

Customer Experience
The Customer Experience Cost: How Bad Experiences Cost Your Business Big Money
The Customer Experience Cost: How Bad Experiences Cost Your Business Big Money
Members Public

Friction in customer experience can lead to churn and lower transaction spend. Discover how to use Voice of the Customer data and technology to identify CX enhancements that drive sales growth, while reducing costs.

Customer Experience
What is a feedback loop and how does it work?
What is a feedback loop and how does it work?
Members Public

Feedback loops help businesses to understand their customers' needs better and make informed decisions to improve customer experience. Here's a quick breakdown.

Customer Experience
How will LLMs change Customer Experience?
How will LLMs change Customer Experience?
Members Public

If you work in customer experience (CX), this article is for you. Explore how LLMs are poised to make a radical difference in CX and beyond.

AI & NLP
Proving the value of your CX programme
Proving the value of your CX programme
Members Public

CX programmes add value to all areas of the business - and existing ROI calculators are seldom able to offer a balanced perspective. So how can you prove the value of your CX programme?

Customer Experience
Establishing a customer-centric culture at your company
Establishing a customer-centric culture at your company
Members Public

A customer experience/voice of customer programme is essential for establishing a customer-centric culture at your company. Here's how to get it right.

Customer Experience
4 tips to mature your VoC programme
4 tips to mature your VoC programme
Members Public

Having a VoC programme is not just listening to customers and monitoring performance. A mature programme enables you to continuously improve, driving business performance in return. So how do you move up the maturity curve?

Customer Experience
Embracing red metrics: putting the focus on actionable analytics
Embracing red metrics: putting the focus on actionable analytics
Members Public

Red metrics provide incredibly valuable insights from your CX and operational data. But we’re conditioned to think that success equals a green scorecard. Here's how to put the focus back on what really matters.

Customer Experience
Why listening to customers matters in a recession
Why listening to customers matters in a recession
Members Public

How can you stay relevant in a competitive market - especially one under the pressure of a recession? By listening to your customers.

Customer Experience