Sentiment analysis has taken the customer experience world by storm. It's one of the best ways to know what your customers are thinking outside of
Insights 360: Unlocking post-COVID business growth with a 360-degree view of the customer experience
Today, customers interact with your business in more ways than ever before. Browsing storefronts on their mobile phone, asking questions over
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Why is storytelling, empathy and human connection important for customer insights and CX teams?
Guest Bio - Sergio Rossini Sergio is a Senior Customer-focused Manager with over twenty years of experience leading global CX programs, designing
Definitive Guide: Edge out the competition with customer intelligence
Customer intelligence is the methodology behind collecting and analyzing customer data to uncover actionable insights. Customers interact with a
Kapiche’s New Account Executive: The First 90 Days
Welcome to our Meet the Team series! Below, Mark Boyes (Account Executive), shares his thoughts on his first few months starting a role in another
A Step-by-Step Guide to Building a Respected Customer Insights Engine
The modern competitive landscape is increasingly customer-centric. As more businesses build Customer Insights engines, what distinguishes elite
How to measure the ROI of your Customer Insights program
Companies are investing big into Customer Experience (CX) and Customer Insight (CI) programs. The Boston Consulting Group has defined this trend
The myth of NPS as a lagging indicator
Net Promoter Score is a contentious measurement for CX teams. NPS can be thought of as a rear-view mirror metric, only giving insight into past
The Fallacy of an All-in-One Customer Experience Platform
Customer experience is ever-evolving. New tools come out every day that promises to make both our lives and the lives of our customers easier. New
How Kapiche’s Engineering Team is building the world’s best natural language processing engine
Welcome to our Meet the Team series! Below, Caleb Hattingh (Head of Engineering), Ashwini Balnaves (Software Engineer) and Dana Mison (Software
How do you know what is a good nps score?
Picture this: you go to the doctor every year, and every single year the doctor tells you that there’s something wrong. Your blood pressure is too
Why your business needs a Chief Customer Officer
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
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
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
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 voice of the customer 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
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
Driving action based on the student experience survey
With the Australian government choosing to tie university funding to university performance from 2020, the student experience takes on a whole new
Product update: Discover a new range of insights with an upgraded quadrant chart
In our latest release we’ve expanded the quadrant chart with a range of extra capabilities that will provide you with a whole new level of insights!
5 strategies to translate a customer-centric culture into revenue
If you are on a customer-facing team, it can feel like you come up with brilliant ideas to create a better customer experience, only to be met with
3 reasons you should analyze your data in-house
Data-driven companies are nine times more likely to achieve above-average profitability. Surprised? No, us neither! From getting feedback from
4 tips for a CX survey that leads to action
You have business questions that need answers. To answer those questions effectively, you need to create the perfect survey to gather customer
Product update: Supercharge your discovery of insights with our new segmentation chart
It’s been a long while since our last product update. In the meantime our team has been working diligently behind the scenes to improve the product.
What metrics do CX leaders measure to keep on track? (feat. Hubspot, Biteable and more)
Many companies feel like they don’t have enough data to support their company’s investment in customer experience. In fact, by 2020, Gartner predicts
Is your customer experience dashboard working for you?
It used to be that customer experience was a separate entity from the rest of the company— customer success and support were the main arbiters of
7 top tools for sending surveys (and why you might not need a full turnkey system to understand customer feedback)
Farmers working at a farmer’s market have a tough job. But they are also lucky – they get to talk to their customers every week. They hear about how
How to break down data silos and boost your CX program
With the proliferation of new tools and technologies, businesses are collecting, generating and storing data on more platforms than ever. Between
What is an actionable insight?
Chances are high that your company is already doing a pretty good job of collecting data - gathering customer feedback through CSAT and NPS surveys,
Why you need to analyze your customer feedback data
Very few management executives need to be convinced of the value of customer feedback. At a time when customers have a multiplicity of choices
Speak the language: How CX leaders can get the ears of the C-suite
In order for CX teams to achieve their maximum potential, they need access to various resources, both financial and strategic. While some of these
From the tower to the trenches: Closing the gap between C-suite and customer
Regardless of how big a corporation grows, it’s important to have the mindset that the main goal is to serve customers. Just take a company like
Product Update - 18 June 2019
As you can probably tell from our lack of recent product blogs, our team has been hard at work on some big new features. For those users paying close
Product Update - 20 March 2019
We have a couple features that landed recently. The first is support for Amazon S3 data integrations, allowing streamlined workflows with Kapiche if
3 reasons why a customer’s success is your success
Today, we live in a customer-centric world. The modern business can no longer compete solely on the merits of their product or service. Not only do
Product Update - 26 December 2018
We’ve improved the dashboard screen with a new frequency excerpt and timeline widget. Additionally, we’ve added date filters to the dashboard and a
The 3 elements that make a happy customer
As we know by now, knowing how to keep your customers happy is absolutely essential for any business that wants to succeed in today’s market. While
Product Update - 28 November 2018
We’ve improved the workflow for creating Projects and Analyses, many requested changes are now live! We’ve also updated the home screen that shows
The happiness ingredient missing from your north star metric
Recently, especially in the startup world, everyone has been talking about developing their own North Star Metric (NSM). A powerful concept designed
Product Update - 7 November 2018
This update introduces a brand new data visualization for the Dashboard, and a handy new feature in the form of Concept group queries.
What does customer happiness even look like?
Everywhere we turn, its seems like many businesses have no idea what a happy customer looks like. Sure, most people understand what makes a
How to discover your organization's North Star Metric
Growing a business, let alone running one, is a daunting task. It’s a complex ballet made up of a variety of moving parts, all of them competing for
Product Update - 12 September 2018
A minor update was released which included a handful of usability improvements and new statistics available on the Dashboard, including Impact.
4 key requirements for an effective text analytics solutions
Following on from our recent blog on 5 questions to consider before purchasing a text analytics solution, we’re covering another topic that we are
Analyzing with Kapiche: Australian ISP Customer Reviews
With the new features now live, I thought it’d be interesting to use Kapiche to analyze customer review data for Skymesh, an Australian ISP that
Product Update - 17 August 2018
This update introduces a brand new data visualization for the Dashboard, and a handy new feature in the form of Concept group queries.
5 questions to consider before purchasing text analytics software for your CX program
Recently, we covered the need for software to improve CX team output for organizations collecting hundreds or thousands of NPS, CSAT or other
Using software to improve your CX team's output
Previously we discussed the importance of open-ended data in gaining a true understanding of your customers. But how do you efficiently draw
Major Product Update - Part Three: Dashboards & Advanced Queries
This is the final part in our three part series detailing the major updates we have been/will be releasing to Kapiche during June and July. We’ve
The power of open-ended responses for customer experience
Data is at the heart of every business. Whenever you make a decision about your customers, you should be basing that decision on the data that you
Building a business case for CX in your organization
It is intuitive that improving customer experience is good for your business. You only need look at your own purchasing habits for evidence. Why do
How to find actionable insights in your NPS text data
If your organization is like the majority out there, you will have implemented your NPS surveys and calculated your score and you’re now facing the
Major Product Update - Part Two: New features
This is Part Two in our three part series detailing the major updates we are releasing to Kapiche over the next couple of weeks. Part One covered the
Major Product Update - Part One: The move to concepts
This is part 1 of a 3 part series detailing the major updates we are releasing to Kapiche over the next couple of weeks. In this part, we will
Common NPS mistakes and how to avoid them
NPS surveys appear to be such a simple thing at a quick glance. Send them out, receive a proportion back, then calculate your score. Maybe you've
NPS Approaches: Operational vs Strategic
A strong focus on customer experience is crucial for any business looking to grow in today's marketplace. So why is it that businesses leave this
When to use sentiment to measure customer experience
Sentiment is a great tool for analysing text data, and can give you a new dimension for seeing how your customers feel about your company. But
4 ways to improve your Net Promoter Score (NPS)
When you first benchmark your business against industry standards, the results can sometimes be disheartening. If your NPS is lower than expected, it
Product Update - 14 May 2018
This update features an improved text excerpts panel, storyboard layout improvements, and normalized timeline trend view. _________ Improved
How to use your NPS results effectively
According to a Walker report, by the year 2020 customer experience will overtake price and product as the key brand differentiator. We only need to
Is tagging / categorization / coding appropriate for analyzing customer feedback?
Recently we wrote about why the second question on a standard NPS survey might be the most valuable question. This doesn’t stop at NPS surveys.
Product Update - 9 April 2018
Mixed Sentiment The world of sentiment analysis can be a little confusing sometimes, but one thing is for certain, only having 3 labels for sentiment
Four Reasons Sentiment Analysis is Misinterpreted
Sentiment analysis of text data aims to automatically infer the sentiment or emotion the writer is expressing. In the most common use of sentiment
NPS Surveys: Stop asking “What” and start asking “Why”
Ever since Frederick F. Reichheld (the creator of NPS) published his article on NPS in “The One Number You Need to Grow” in the Harvard Business
Going Beyond Word Clouds: Why We Built The Storyboard
Kapiche had a question: what’s the best way to help a new user begin to understand the text data they upload? How could we transform a large, complex
Product Update - 13 March 2018
Qualtrics integration is finally here! This update also brings a couple of bug fixes and new stopword lists for Spanish and Indonesian. We hope this
What you’re missing out on by not having a customer analyst
According to a recent report by Gartner Research, the role of customer service is now more important than ever in today’s business world. The report
SaaStr Annual 2018 Recap
I was lucky enough to attend SaaStr Annual on behalf of Kapiche thanks to the generosity of Black Sheep Capital and Full Circle VC. It was an amazing
Scaling customer empathy with VoC analytics
In today’s business landscape, businesses are more focused than ever on differentiating themselves from the competition by focusing on providing a
Product Update - 2 February 2018
This update brings multi-segment filtering, a handful of improvements, and the beginnings of some exciting new features around NPS-specific data.
The Kapiche Journey
Recently I was faced with a pretty familiar situation. I wanted to change my home internet plan. How hard could it be? I have battle scars from
Understanding Text Analytics Methods
There’s no getting around it, text analytics is fast becoming a must-have for businesses. With so much hype, you’d be forgiven for thinking there
Product Update - 21 December 2017
December brings one of the biggest product updates to Kapiche so far! We’ve updated the Storyboard, introduced a better Project workflow and added a
Product Update - 25 September 2017
A new month means a new round of Kapiche product updates designed to make Kapiche easier and more powerful. This month, there is a focus on
Product Update - 28 August 2017
Here at Kapiche we are constantly striving to improve our product to ensure we achieve our mission of empowering businesses, big and small, to make
The Unstructured Data Revolution
Ronald Reagan summed it up nicely when he said, “Information is the oxygen of the modern age.” Whilst this may have been coined in the 80’s, it has
Understanding Text Data
This is an article I wrote for the March — April issue of Research News Magazine on behalf of Kapiche. Advances in natural language processing are
