Why Insights need a seat at the table for the CX survey strategy
Garbage in, garbage out. This is why Insights leaders need a seat at the table when developing a data collection strategy.
Ryan Stuart
from The Internet
5 Key Requirements for Customer Insights Technology
You might think you have your tech stack sorted for insights, but do you? Insights teams should be proactive about finding those 'unknown unknowns' in their customer data. Look for technology solutions that help do this at-scale.
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.
Why has traditional text analytics failed CX?
Customer insights teams have been let down by traditional text analytics tools. There was so much promise early on. So how on earth did we get here?
Members
4 ways to improve your Net Promoter Score (NPS)
A lower than expected NPS is not a reason to be discouraged, in fact, it’s the perfect catalyst for reinvigorating your business and your journey towards a truly customer-centric approach.
How to leverage customer insights to retain customers in the banking industry
Ask this question to members of your company: How much value does customer insight and experience bring to your business? If this question can't be answered, it's time to read on!
NPS customer feedback strategy - operational vs. strategic approaches
If you are truly focused on improving your organization's CX, it’s important to understand the two approaches to NPS, and how these impact your ability to respond to customers and improve your organization's CX.
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Finally, customer insights content worth reading.
