Voice of the Customer

What’s the best way to target clients to give you Customer Success Stories?

Find out what are the most effective strategies when it comes to getting customers or prospects to share their success stories. … Read More

Why Is Customer Success Important?

The success of your business is dependent on your customer success. But what exactly is customer success and how can you measure it? … Read More

Using AI and Chatbots To Transform CX In Financial Services

We take a look at how utilising chatbots and artificial intelligence can transform the customer experience at financial services companies. … Read More

Customer Experience: The Ultimate Battleground For Financial Services

Customer experience is the ultimate battleground for financial services. We take a look at what this means and how companies can start to compete. … Read More

What Is Net Promoter Score?

What Is Net Promoter Score (NPS)? We give you the run down of what it is, how to measure NPS and how to start improving your NPS rating. … Read More

What Is Customer Effort Score (CES)?

What is Customer Effort Score? Customer Effort Score is a metric that customer service teams often use to understand and evaluate how easy customers thought it was to get a resolution to their recent contact. This could be anything from … Read More

What Exactly Is Voice of the Customer

What Exactly Is Voice of the Customer?

The fact that you are reading this article means it is more than likely you have come across the phrase ‘Voice of the Customer’. But do you know exactly what this means and how exactly you can capture this voice? … Read More

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

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 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