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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

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
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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
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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
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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!
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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
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February 17, 2020