Why has traditional text analytics failed CX?

Why has traditional text analytics failed CX?

Playbook: Revenue-accountability for the insights-driven business

Playbook: Revenue-accountability for the insights-driven business

How to measure the ROI of your Customer Insights program

How to measure the ROI of your Customer Insights program

Assigning a dollar value to your NPS results

Assigning a dollar value to your NPS results

Kapiche Insights Hub
4 storytelling principles for reporting customer insights

4 storytelling principles for reporting customer insights

Everyone loves a good story. Insights teams need their work to be understood by their audience. In this article let’s explore some fundamental principles behind effective storytelling so your next feedback analysis is understood, actionable and has a tangible impact on overall customer experience.

The limitations of NPS

The limitations of NPS

Much has already been said about the limitations of NPS as a measure of customer loyalty. Where NPS falls down is clearly in the way it buckets customers into three broad categories of promoters, passives and detractors.

NPS Weighting—Should You Do It?

NPS Weighting—Should You Do It?

Insights teams are judged by their ability to provide high impact insights to decision makers that they can use to decide what to do next. Relying solely on unweighted data could jeopardize your ability to do that.

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