Customer Experience
Read blog articles and stories on how to measure customer experience, how to identify what you need to improve and how to analyze feedback data to understand your customer needs.
The best dating apps 2018 ranked - which one finds you the big love? Paid Members Public
I can’t deny feeling like channelling Carrie Bradshaw, as I sit in front of my MacBook, feverishly typing this post, sipping on my black coffee and thinking back to past dating experiences. Well, Carrie did not have the luxury of using the plethora of dating apps we do today.
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
How to combine science and emotion for customer experience success [video] Paid Members Public
If you missed our recent webinar with customer experience expert Maurice Fitzgerald and Alyona Medelyan, CEO of Thematic, check out the highlights here. Maurice is former VP of Customer Experience at HP, author of 4 books on customer experience strategy and the Net Promoter Score. Alyona talked to Maurice about
Why invest in the Net Promoter Score? Paid Members Public
Are you wondering whether to invest in the Net Promoter Score (NPS) to improve your customer experience? The debate is rife amongst NPS evangelists and those who are more doubtful, so here I share some examples of companies who have invested in NPS and made real improvements. (In this post,
Focus on critical Voice of Customer issues - do more with less Paid Members Public
How do you focus on just the critical issues when you’re analyzing VOC insights? Here, we look at the Pareto principle. This is part 4 of our blog series from our webinar “5 practical ways to influence managers for Voice of Customer (VOC) success”, by myself and Dr. Alyona
My greatest learnings from 10 years leading customer experience at HP, by Maurice FitzGerald [video] Paid Members Public
If you missed our webinar with customer experience expert Maurice FitzGerald, catch the recording here. He shares his greatest learnings from his 10 years at HP as CX lead. He’ll also go through how to properly structure a successful CX project and you’ll learn other tidbits too! You’
How to combine science and emotion for Customer Experience success Paid Members Public
Recently we spoke to Customer Experience (CX) legend Maurice Fitzgerald, the former VP of Customer Experience at HP, author of 4 books on the subject of customer experience strategy and Net Promoter Score, and global keynote speaker. These are the highlights from our webinar with Maurice, “How to combine science
How Greyhound reduces analytics time tenfold with Thematic Text Analytics Paid Members Public
A great example of a company who has transitioned from time-consuming, manual customer feedback analysis to AI-powered, fast text analytics, practically in no time, is Greyhound. Greyhound is the well-known bus transportation network, with services across the United States, Canada and Mexico. We spoke with Matthew Schoolfield, the Manager for