With rapid investment in customer experience management (CEM) platforms, leading brands know the quickest path to growth starts with listening to customers. But an increasingly complex customer journey spanning multiple touchpoints—many with distinct feedback channels—can make surfacing actionable insights seem like a daunting task.
We’ve spent a lot of time talking about true CX insights: what they are, why you need them, and how to make sure you’re getting them. Because the truth is, if you’re measuring the customer experience, you likely don’t have a shortage of CX data...
When it’s your job to listen to customers and act on their feedback, you absolutely have to be using text analytics. The world’s most successful brands know: it’s the surest way to glean rich insights from customer feedback.
Leading brands know the quickest path to growth starts with listening to customers. But an increasingly complex customer journey spanning multiple touchpoints can make surfacing actionable insights seem like a daunting task.
A few weeks ago we talked about why continuous, universally available updates are an important tenet of a successful customer experience management (CEM) program...Today I’ll share how that comes to life in our regular releases.
Though the term text analytics is relatively new, the concept has been a part of customer experience (CX) measurement since the 1950s. It was obviously a much more manual approach then—referred to as natural language processing (NLP)—with the objective to make computers understand human language.
The scary truth is, the only thing harder than getting to the top is staying there. Psychologically, success can be dangerous, because it tricks us into thinking of ourselves as experts and kills our curiosity. In a previous blog post, I introduced my project in collaboration with Diana Kander—our new novel The Curiosity Muscle—and explained why curiosity fuels the path to innovation.
The way people shop is changing faster than ever. From online to in-store, consumers have access to vast amounts of information that helps drive every purchase decision they make—which means more competition than ever.