PerspectivesCX Interview Series with Nate BrownBy João AlvesWe believe that the knowledge you need should find you. Knowing how hard that is to do for ourselves, we ventured out to try to help you…
CXNPS Calculator + Net Sentiment ComparisonBy Sam Frampton Calculating your net promoter score is simple: you take the percentage of Promoters and subtract the percentage of Detractors to get a…
CXWhat is CX? Definition and Examples of Customer ExperienceBy Jack MillerIt’s a term thrown around a lot these days, but what is CX exactly? CX is the way customers think and feel about a company throughout the…
CXHow to find actionable CX insights that matter?By Anfel BahriIn 2020, our environment has become increasingly unpredictable. It has been marked by a pandemic, technological advances, political and…
CXHow to Identify and Address Customer Pain PointsBy João AlvesBeing able to identify customer pain points early on and address them faster than competitors is what successful businesses are founded on…
CXHow to Develop the Art of Listening for More Satisfied CustomersBy Sam Frampton As a customer-centric business, listening is at the heart of what you do. Providing better CX is all about listening to customer feedback to…
PerspectivesCX Interview Series with Shep HykenBy João AlvesWe believe that the knowledge you need should find you. Knowing how hard that is to do for ourselves, we ventured out to try to help you…
CXA Roundup of the 44 Top Voice of the Customer Tools in 2021By Jack MillerGathering voice of the customer data is an essential component of CX strategy, especially when it comes to building out accurate customer…
CX13 CX Technology Trends to Watch Out ForBy Sam Frampton CX is a constantly evolving landscape. As companies get closer to perfecting their strategies, it becomes more difficult to keep up as…
CXHow to Close the Customer Feedback Loop for Detractors, Promoters, and Everyone in BetweenBy João AlvesWorking to close the customer feedback loop is an ongoing strategy for improving CX. By constantly talking with your customers about where…
CXEssential CSAT Lessons From 10 Businesses That Went the Extra Mile During COVID-19By Jack MillerThroughout the global pandemic, companies have had to show what they’re really made of. Whether this was pivoting production to help with…
PerspectivesCX Interview Series with Dan GingissBy João AlvesWe believe that the knowledge you need should find you. Knowing how hard that is to do for ourselves, we ventured out to try to help you…
PerspectivesNatural Language Processing for Evaluating Customer EmotionBy Thomas MetcalfeI recently had the opportunity to speak at Online CX Emotion, a conference organized by Seth Grimes of Alta Plana to bring together…
CXHow to Use Customer Retention Analytics to Reduce ChurnBy Jack MillerToday’s customers have very high expectations for brands when it comes to customer service and personalization. Think about companies like…
PerspectivesCX Interview Series with Annette FranzBy João AlvesWe believe at all times that the knowledge that you need should find you. Knowing how hard that is to do for ourselves, we ventured out to…
CXHow to Find the Voice of the Customer + Template and Survey ExamplesBy João AlvesIdentifying the voice of the customer (VoC) is an integral part of any customer experience strategy. Because it’s impossible to make changes…
CXHow to Create a Customer Journey Map with Templates and ExamplesBy Sam Frampton Using data gathered from feedback surveys, online reviews, and other customer satisfaction metrics, a customer journey map is used to tell…
PerspectivesInform Your CX Strategy With Journey MapsBy João AlvesWe recently approached some of the best customer experience practitioners to get you the latest and most actionable CX content out there…
