Data analytics
Read blog articles and posts on how companies analyze qualitative and quantitative data to get insights that help them improve products and services.
Customer-led product strategy: a guide Paid Members Public
Customer-led product strategy is about designing the best product experience. But how should you approach it, and avoid common pitfalls?
Voice of the Customer for Product Operations Paid Members Public
A game-changing system that product ops can (and should!) implement is a Voice of the Customer (VOC) program for the product team. Done right, a VOC program will improve decision-making, clarify priorities and validate product roadmaps.
Unleash the power of CX metrics with feedback analytics Paid Members Public
Feedback analytics can unleash the power of CX metrics by telling the “why” behind these scores. Learn how you can benefit from feedback analytics.
How to measure customer satisfaction: the complete guide Paid Members Public
Everyone says they want customers to be satisfied, but what are you actually doing to make customers happy? How do you know if you’re on the right track? How do you know if your customer satisfaction efforts make a difference? Why even aim for customer satisfaction at all? We
Community Soundbites: How authentic are your customer-related KPIs? Paid Members Public
How useful and authentic are your customer-related KPIs? This was the topic of discussion during our recent community call for insights professionals.
4 Tips For Creating A VoC Program That Can Measure CX Success Paid Members Public
CX (Customer Experience) has become a bit of a buzzword, which is fantastic! More and more businesses are recognizing the importance of two things: 1. Understanding the customers' experience. 2. Implementing a customer centric mindset throughout the organization. As I mentioned in my last article (CX vs CS), improving CX
The touchpoint NPS oxymoron - The likelihood to recommend a brand isn’t built on a single interaction Paid Members Public
Traditionally, customer research and insights teams were tasked with capturing the voice of the customer, and generating meaningful insights to inform decision-making and ultimately improve CX. Market research was the easiest way to gather customer feedback strategically, rather than listening to anecdotal stories from sales or contact centre agents. Amongst
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.
