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Customer Insights

The modern competitive landscape is increasingly customer-centric. As more businesses build Customer Insights engines, what distinguishes elite

Analyst

How to measure the ROI of your Customer Insights program

Companies are investing big into Customer Experience (CX) and Customer Insight (CI) programs. The Boston Consulting Group has defined this trend
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August 26, 2020

NPS

The myth of NPS as a lagging indicator

Net Promoter Score is a contentious measurement for CX teams. NPS can be thought of as a rear-view mirror metric, only giving insight into past
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August 17, 2020

Customer Experience

The Fallacy of an All-in-One CX Platform

Customer experience is ever-evolving. New tools come out every day that promises to make both our lives and the lives of our customers easier. New
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August 10, 2020

People & Culture

How Kapiche’s Engineering Team is building the world’s best natural language processing engine

Welcome to our Meet the Team series! Below, Caleb Hattingh (Head of Engineering), Ashwini Balnaves (Software Engineer) and Dana Mison (Software
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August 07, 2020

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

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

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
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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
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January 09, 2020

Analyst Insights Product Update

Product update: Supercharge your discovery of insights with our new segmentation chart

It’s been a long while since our last product update. In the meantime our team has been working diligently behind the scenes to improve the product.
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December 20, 2019

Voice of Customer Analyst Insights

What metrics do CX leaders measure to keep on track? (feat. Hubspot, Biteable and more)

Many companies feel like they don’t have enough data to support their company’s investment in customer experience. In fact, by 2020, Gartner predicts
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December 11, 2019

Voice of Customer Customer-Centric Culture

What’s the deal with CX reports? How seeing them will benefit every team!

It used to be that customer experience was a separate entity from the rest of the company— customer success and support were the main arbiters of
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November 15, 2019

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
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October 31, 2019

Unstructured Data Customer Experience

How to break down data silos and boost your CX program

With the proliferation of new tools and technologies, businesses are collecting, generating and storing data on more platforms than ever. Between
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October 18, 2019

Voice of Customer Analyst Insights Customer Experience

What is an actionable insight?

Chances are high that your company is already doing a pretty good job of collecting data - gathering customer feedback through CSAT and NPS surveys,
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October 04, 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
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September 16, 2019

Customer-Centric Culture

Speak the language: How CX leaders can get the ears of the C-suite

In order for CX teams to achieve their maximum potential, they need access to various resources, both financial and strategic. While some of these
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July 30, 2019

Customer Experience

From the tower to the trenches: Closing the gap between C-suite and customer

Regardless of how big a corporation grows, it’s important to have the mindset that the main goal is to serve customers. Just take a company like
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June 24, 2019

Analyst Insights Product Update

Product Update - 18 June 2019

As you can probably tell from our lack of recent product blogs, our team has been hard at work on some big new features. For those users paying close
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June 18, 2019

Analyst Insights Product Update

Product Update - 20 March 2019

We have a couple features that landed recently. The first is support for Amazon S3 data integrations, allowing streamlined workflows with Kapiche if
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March 20, 2019

Customer Experience

3 reasons why a customer’s success is your success

Today, we live in a customer-centric world. The modern business can no longer compete solely on the merits of their product or service. Not only do
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January 17, 2019

Analyst Insights Product Update

Product Update - 26 December 2018

We’ve improved the dashboard screen with a new frequency excerpt and timeline widget. Additionally, we’ve added date filters to the dashboard and a
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December 26, 2018

Customer Experience

The 3 elements that make a happy customer

As we know by now, knowing how to keep your customers happy is absolutely essential for any business that wants to succeed in today’s market. While
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December 05, 2018

Product Update

Product Update - 28 November 2018

We’ve improved the workflow for creating Projects and Analyses, many requested changes are now live! We’ve also updated the home screen that shows
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November 29, 2018

Customer Experience

The happiness ingredient missing from your north star metric

Recently, especially in the startup world, everyone has been talking about developing their own North Star Metric (NSM). A powerful concept designed
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November 14, 2018

Analyst Insights Product Update

Product Update - 7 November 2018

This update introduces a brand new data visualization for the Dashboard, and a handy new feature in the form of Concept group queries.
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November 07, 2018

Voice of Customer Text Analytics

What does customer happiness even look like?

Everywhere we turn,  its seems like many businesses have no idea what a happy customer looks like. Sure, most people understand what makes a
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October 23, 2018

Customer Experience

How to discover your organization's North Star Metric

Growing a business, let alone running one, is a daunting task. It’s a complex ballet made up of a variety of moving parts, all of them competing for
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October 05, 2018

Product Update

Product Update - 12 September 2018

A minor update was released which included a handful of usability improvements and new statistics available on the Dashboard, including Impact.
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September 12, 2018

Text Analytics

4 key requirements for an effective text analytics solutions

Following on from our recent blog on 5 questions to consider before purchasing a text analytics solution, we’re covering another topic that we are
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August 29, 2018

Case Studies Analyst Insights

Analyzing with Kapiche: Australian ISP Customer Reviews

With the new features now live, I thought it’d be interesting to use Kapiche to analyze customer review data for Skymesh, an Australian ISP that
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August 23, 2018

Product Update

Product Update - 17 August 2018

This update introduces a brand new data visualization for the Dashboard, and a handy new feature in the form of Concept group queries.
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August 17, 2018

Text Analytics

5 questions to consider before purchasing text analytics software for your CX program

Recently, we covered the need for software to improve CX team output for organizations collecting hundreds or thousands of NPS, CSAT or other
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August 14, 2018

Text Analytics Machine Learning

Using software to improve your CX team's output

Previously we discussed the importance of open-ended data in gaining a true understanding of your customers. But how do you efficiently draw
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July 25, 2018

Analyst Insights Product Update

Major Product Update - Part Three: Dashboards & Advanced Queries

This is the final part in our three part series detailing the major updates we have been/will be releasing to Kapiche during June and July. We’ve
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July 17, 2018

Text Analytics Customer Experience

The power of open-ended responses for customer experience

Data is at the heart of every business. Whenever you make a decision about your customers, you should be basing that decision on the data that you
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July 11, 2018

NPS Customer Experience

Building a business case for CX in your organization

It is intuitive that improving customer experience is good for your business. You only need look at your own purchasing habits for evidence. Why do
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July 03, 2018

Analyst Insights Text Analytics

How to find actionable insights in your NPS text data

If your organization is like the majority out there, you will have implemented your NPS surveys and calculated your score and you’re now facing the
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June 26, 2018

Product Update

Major Product Update - Part Two: New features

This is Part Two in our three part series detailing the major updates we are releasing to Kapiche over the next couple of weeks. Part One covered the
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June 20, 2018

Product Update

Major Product Update - Part One: The move to concepts

This is part 1 of a 3 part series detailing the major updates we are releasing to Kapiche over the next couple of weeks. In this part, we will
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June 19, 2018

NPS Customer Experience

Common NPS mistakes and how to avoid them

NPS surveys appear to be such a simple thing at a quick glance. Send them out, receive a proportion back, then calculate your score. Maybe you've
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June 13, 2018

Analyst Insights NPS

NPS Approaches: Operational vs Strategic

A strong focus on customer experience is crucial for any business looking to grow in today's marketplace. So why is it that businesses leave this
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June 06, 2018

Analyst Insights Customer Experience

When to use sentiment to measure customer experience

Sentiment is a great tool for analysing text data, and can give you a new dimension for seeing how your customers feel about your company. But
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May 29, 2018

Voice of Customer NPS

4 ways to improve your Net Promoter Score (NPS)

When you first benchmark your business against industry standards, the results can sometimes be disheartening. If your NPS is lower than expected, it
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May 24, 2018

Product Update

Product Update  - 14 May 2018

  This update features an improved text excerpts panel, storyboard layout improvements, and normalized timeline trend view. _________ Improved
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May 14, 2018

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
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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.
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April 11, 2018

Product Update

Product Update - 9 April 2018

Mixed Sentiment The world of sentiment analysis can be a little confusing sometimes, but one thing is for certain, only having 3 labels for sentiment
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April 09, 2018

sentiment Customer Experience

Four Reasons Sentiment Analysis is Misinterpreted

Sentiment analysis of text data aims to automatically infer the sentiment or emotion the writer is expressing. In the most common use of sentiment
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April 06, 2018

Voice of Customer NPS Customer Experience

NPS Surveys: Stop asking “What” and start asking “Why”

Ever since Frederick F. Reichheld (the creator of NPS) published his article on NPS in “The One Number You Need to Grow” in the Harvard Business
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March 27, 2018

Analyst Insights

Going Beyond Word Clouds: Why We Built The Storyboard

Kapiche had a question: what’s the best way to help a new user begin to understand the text data they upload? How could we transform a large, complex
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March 20, 2018

Product Update

Product Update - 13 March 2018

Qualtrics integration is finally here! This update also brings a couple of bug fixes and new stopword lists for Spanish and Indonesian. We hope this
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March 13, 2018

Analyst Insights Customer Experience

What you’re missing out on by not having a customer analyst

According to a recent report by Gartner Research, the role of customer service is now more important than ever in today’s business world. The report
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March 13, 2018

Events

SaaStr Annual 2018 Recap

I was lucky enough to attend SaaStr Annual on behalf of Kapiche thanks to the generosity of Black Sheep Capital and Full Circle VC. It was an amazing
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March 07, 2018

Voice of Customer Customer Experience

Scaling customer empathy with VoC analytics

In today’s business landscape, businesses are more focused than ever on differentiating themselves from the competition by focusing on providing a
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March 06, 2018

Product Update

Product Update  - 2  February 2018

This update brings multi-segment filtering, a handful of improvements, and the beginnings of some exciting new features around NPS-specific data.
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February 02, 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
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February 01, 2018

Text Analytics Machine Learning Customer Experience

Understanding Text Analytics Methods

There’s no getting around it, text analytics is fast becoming a must-have for businesses. With so much hype, you’d be forgiven for thinking there
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January 10, 2018

Product Update

Product Update - 21 December 2017

December brings one of the biggest product updates to Kapiche so far! We’ve updated the Storyboard, introduced a better Project workflow and added a
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December 21, 2017

Product Update

Product Update - 25 September 2017

A new month means a new round of Kapiche product updates designed to make Kapiche easier and more powerful. This month, there is a focus on
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September 25, 2017

Product Update

Product Update - 28 August 2017

Here at Kapiche we are constantly striving to improve our product to ensure we achieve our mission of empowering businesses, big and small, to make
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August 28, 2017

Text Analytics Machine Learning Unstructured Data

The Unstructured Data Revolution

Ronald Reagan summed it up nicely when he said, “Information is the oxygen of the modern age.” Whilst this may have been coined in the 80’s, it has
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August 24, 2017

Analyst Insights Customer Experience

Understanding Text Data

This is an article I wrote for the March — April issue of Research News Magazine on behalf of Kapiche. Advances in natural language processing are
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April 28, 2017