feedback
Nissan drives trust, transparency and proactivity for CX excellence
May 02 by Zarina de Ruiter“I believe there’s an equation we need to solve: the speed of interaction plus the quality of the interaction plus the quality of the answer will bring customer satisfaction,” explains Nissan’s Guilla...
The essential guide to effective CX measurement
April 09 by CX NetworkKey metrics and methods for effective customer experience measurement – and how to quantify, monitor and enhance CX by taking a data-driven, journey-based approach.
Breaking the code: Customer-driven learning and innovation
March 13 by CX NetworkThe best-performing companies use customer feedback to fuel learning and innovation. This research reveals the formula for doing it well. To better understand the specific practices that customer-dri...
CX experts from Comcast, Oracle and more join CX Network LIVE
March 12 by Zarina de RuiterFollowing on from the success of CX Network LIVE: Customer Insight, Data & Analytics in October, the popular and insightful virtual event is back this month with a focus on feedback measurement an...
Do AI and text analytics bring the death of surveys?
February 02 by Gustavo ImhofIt’s a new world of customer feedback measurement, but is it out with the old and in with the new, or can traditional and futuristic tech work alongside each other to paint a complete picture? Let’s f...
Offline experience surveys are ‘powerful’ to get feedback
January 08 by Zarina de RuiterWhat are the trends and predictions for customer feedback and care in 2018?
Are You Making the Most From Your Customers’ Feedback?
April 24 by Kirsty TraillWhether you realise it or not, your business is rich with customer insight that can be used in a multitude of ways. Customers interact with your business across a variety of different touch-points, ea...
The Strengths and Weaknesses of 5 Key Voice of the Customer
September 01 by Ana BrantGlobal Director of Guest Experience and Innovation at the Dorchester Collection looks at the voice of the customer.
The Importance of Understanding CX to Drive Excellence
October 23 by Zarina de RuiterThe Head of Customer Strategy and Experience at Direct Line Group discusses the importance of asking for feedback at the right time and delivering a targeted experience in line with your business and...