As a customer insight leader, you’re constantly looking for key behavior drivers behind your organization’s CX scores. Understanding what motivates
Why is qualitative customer data from multiple sources so important?
As a customer insight leader, you’re constantly looking for key behavior drivers behind your organization’s CX scores. Understanding what motivates
Negative Customer Feedback is Your Golden Ticket to Deeper Customer Insights
Customer feedback is so powerful in today’s digital age that one social media post attracts a million views in less than a week. Reviews are
Benefits of leveraging all customer data for a world class VoC program
Make the most of the customer data you already have with David Gardner Our guest for this episode of Insightful Leaders is David Gardner. David is a
How to leverage customer insights to retain customers in the banking industry
With the recent economic downturn and continuous rise in unemployment, banks are working hard to keep their customers by offering new products and
NPS customer feedback strategy - Operational vs. Strategic approaches
A strong focus on customer experience (CX) is crucial for any business looking to grow in today's marketplace. So why is it that businesses leave
4 ways to get the most out of qualitative data
As a business owner, you know how vital collecting data is. According to a survey from Deloitte, most senior managers think that analytics helps make
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The 8 Best Sentiment Analysis Tools for your business
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
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
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
Why should still focus on NPS even if your score is good
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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.
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
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
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
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
