Everyone should, at this point, know that your customers are your most valuable commodity. In a quick economy, businesses can falter in as little

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

Student Experience

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

March 02, 2020

Product Update

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!

February 27, 2020

Customer-Centric Culture

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

February 17, 2020

Analyst Insights Text Analytics

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

January 30, 2020

Customer Feedback Unstructured Data

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

January 09, 2020