In 2003, there were fewer than 20 people in the world with the title of Chief Customer Officer. Almost 20 years later, the Chief Customer Officer
Analyst Insights Product Update
Product update: Discover more with the unmapped verbatims page
In this release we’re making an experimental feature available that we’ve been using internally for some time. It’s something we’ve gotten a lot of
Voice of Customer Customer Insights
What does it mean to be an insights-driven business?
You likely use data to measure your customer experience. You definitely have numbers that your executive team uses to measure fiscal success and the
Analyst Insights Product Update
Product update: Saved queries powered up with numerical fields & more
In this release we’ve completely overhauled how saved queries are displayed in the Dashboard, with the biggest change being that you can now sort and
To Build or Buy: Implementing the Perfect Customer Experience System
We already know that CX teams work across multiple departments, collaborating with different teams and collating a multitude of data sources. A
Boosting VOC visibility across the organization
Everyone should, at this point, know that your customers are your most valuable commodity. In a quick economy, businesses can falter in as little
Assigning a dollar value to your NPS results
By itself, your Net Promoter Score doesn’t mean a lot. A score between -100 and +100 can’t tell you what to do next. It can’t tell you how to improve
Voice of Customer Customer Insights
Thriving in the feedback economy: The risks of ignoring customer feedback
Everyone has heard the old adage that the customer is always right. Recent years have challenged that fact, arguing that maybe customers don’t have
Product spotlight: How to use sentiment to better understand customers in Kapiche
We’ve spoken before about the considerations and challenges of sentiment analysis, but used thoughtfully it can be a powerful tool for understanding
