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People & Culture

Welcome to our Meet the Team series! Below, Caleb Hattingh (Head of Engineering), Ashwini Balnaves (Software Engineer) and Dana Mison (Software

NPS Customer Insights

Why you 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
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August 03, 2020

Customer Experience

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
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July 13, 2020

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
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July 02, 2020

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
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June 15, 2020

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
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June 11, 2020

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
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June 01, 2020

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
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May 18, 2020

Analyst Insights NPS

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
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May 04, 2020