Customer Feedback Unstructured Data

4 tips for a CX survey that leads to action


January 09, 2020

You have business questions that need answers. To answer those questions effectively, you need to create the perfect survey to gather customer

Customer Feedback Voice of Customer

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

October 31, 2019

Customer Feedback Text Analytics Machine Learning

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

September 16, 2019

Customer Feedback NPS

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

May 10, 2018

Customer Feedback Analyst Insights Customer Experience

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.

April 11, 2018

Customer Feedback Voice of Customer Machine Learning

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

February 01, 2018