Customer Experience

The Art of Conversational Surveys

Hopefully the fact you are reading this article means you already understand what conversational are and why they are so much better than traditional online survey forms. If not, then let me give you a quick rundown. A conversational survey … Read More

How To Turn Survey Responses Into Actionable Insight

Finding out if your customers are happy is a pretty simple process. Getting to know the reasons why they are happy, or more importantly why they are unhappy is not quite so straight forward. By identifying the reasons your customers … Read More

Conversational Surveys: An Introduction

Customer feedback. Every company needs it. Every customer has an opinion. So how do you go about collecting it? Well usually the best way to collect a large number of opinions is via a survey. Unfortunately, surveys are incredibly boring … Read More

Survey Respondent Experience – Let’s Talk About the Elephant in the Room

Customer experience is the hot topic right now with more and more companies claiming they are putting the customer at the centre of their strategy. There are customer experience consultancies, customer experience managers and entire organisations dedicated to customer experience. … Read More

How To Use Text Analytics To Improve Customer Experience

A customer’s experience is very much a qualitative and emotion based experience. So why are companies so obsessed with turning this into a quantitative measure? Whether it is Net Promoter Score, Customer Satisfaction or Customer Effort Score, companies want to … Read More

How Artificial Intelligence Can Transform Your NPS Surveys

Introduction to NPS Net Promoter Score (NPS) is used to measure the loyalty of a company’s customer relationships. It is used by many companies to both measure customers experience and predict business growth. NPS provides the core measurement for CX … Read More

The Holy Trinity of Customer Experience – Connecting Leadership, Employee and Customer Feedback

Chicken or the egg? There has been a growing trend over recent years of experts declaring that the ‘customer comes first’ days are over and that actually employee experience is more important than customer experience. Richard Branson is quoted as … Read More

5 Reasons Why You Should Be Using Conversational Surveys

Conversational surveys such as Wizu massively improve the survey experience by offering a more engaging, interactive and personalised survey. In some ways conversational surveys are going back to the old-style face to face interviews by gaining deeper insight through conversations. … Read More

Why Do We Still Need Surveys In 2018?

In today’s world we have huge quantities of data generated by Social, devices and other digital activity, so do we still need to send out surveys to our customers when we can deduce whether they’re happy or not based on … Read More

The 5 Customer Experience Sessions You Have To See At Dreamforce 2017

Heading to Dreamforce on November 6th? Well if customer experience is your thing then we have taken a look through the 2,700+ sessions available over the course of the event to bring you the top 5 must see CX sessions. … Read More