Customer Experience

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

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

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

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

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

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

May 04, 2020

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

April 21, 2020

Insider Analyst Insights

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

April 06, 2020