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.
How Conversational Analytics Works And How You Can Implement it Paid Members Public
As businesses become more digital, conversations now happen across chatbots, social media, emails and messaging apps. This creates a ton of data with potential value for the business. Conversational analytics unlocks the value in this data by using AI, such as natural language processing (NLP) and machine learning, to make
The ROI of VOC: 7 Expert Insights from Paul Stevenson and Rick Denton Paid Members Public
Learn how to leverage customer feedback to improve your products, services, and bottom line with these 7 key takeaways from CX experts.
17 Customer Experience Statistics: The High Cost of Neglecting CX Paid Members Public
Don't let bad customer experience (CX) ruin your business! Learn from these 17 statistics and find out how to improve CX with AI-powered insights.
Unlocking the Hidden ROI of VoC: A Comprehensive Guide Paid Members Public
Discover how to unleash the true potential of your Voice of the Customer (VOC) program to drive tangible business value and growth.
Removing the 'Pebble' to Reduce Customer Experience Friction Points Paid Members Public
Uncover the hidden "pebbles" eroding your customer experience. Learn how to use customer feedback and analytics to identify and remove friction points, boost loyalty, and engineer effortless experiences. Discover 7 strategies for proactive CX improvement.
The Beginner's Guide to Customer Experience Analytics Paid 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.
Ecommerce Voice of Customer: A Comprehensive Guide Paid 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
How Watercare drives customer excellence with VoC and Thematic Paid Members Public
When two major storms wreaked havoc on Auckland and Watercare’s infrastructure the utility went through a CX crisis. With a massive influx of calls to their support center, Thematic helped them get insights from this data to forge a new approach to restore services and satisfaction levels.
