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.
3 ways Artificial Intelligence and Machine Learning improve CX Paid Members Public
Artificial intelligence (AI) tools make it possible to easier anticipate customer needs in multiple ways. For example, marketers can analyze vast volumes of customer data, identifying the characteristics of high-value past customers which allows businesses to create highly personalized campaigns. Sales teams can quickly identify customer purchasing patterns and customer
Annette Franz shares her 7 deadly sins of customer experience Paid Members Public
Customer experience expert, Annette Franz, shares her “7 Deadly Sins of Customer Experience” and her best tips for a successful customer experience transformation journey. Annette, please can you give us an overview of your career to date? I’ve been in this customer experience profession since long before it was
The Kano Model - guest post by Michael D. Lieberman Paid Members Public
In this guest post, Michael Lieberman takes us through the Kano Model of customer satisfaction. This simple, powerful model is used to understand the difference between Basic, Performance, and Delighter features of a product or service.
Customer experience insights with Jeremy Watkin, Customer Service Leader at FCR Paid Members Public
We interview Jeremy Watkin, the Customer Experience Leader at FCR and co-founder and regular contributor on Customer Service Life. He shares his keys to building a great customer experience program and how lack of employee engagement can affect the customer experience. Can you briefly explain your background and current role
Visualizing customer feedback: 3 alternatives to word clouds Paid Members Public
I've previously written about why word clouds suck. Is there a better way of visualizing customer feedback? Yes, there is, and the best thing about it is, you can even use Excel to create these visualizations – if you represent the data correctly. In this post, you will learn three simple
Emotional analysis of customer feedback – the missing link Paid Members Public
According to Bruce Temkin’s 2016 study, after a positive emotional experience, customers are 15 times more likely to recommend a company. 15 times more likely! That’s a huge difference. Not surprisingly, emotion analysis is receiving a lot of buzz. But do the current solutions deliver on the key
5 lessons from the Customer Experience Asia Summit Paid Members Public
There were many reasons why I was looking forward to the Customer Experience Asia Summit in Singapore. And I won’t lie, one of them was the fact that it took place at the famous Marina Bay Sands! But apart from a spectacular view of the city while swimming in
Key take-aways from sentiment analysis symposium 2016 Paid Members Public
In July 2016, I was fortunate enough to speak at the Sentiment Analysis Symposium in New York. It is one of the most important events for those who invent text analytics solutions and for those who use them. I also attended the co-located sentiment analysis tutorial run by Jason Baldridge.