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.
If you're using a traditional text analytics tool today, ask yourself this: how long did it take you or your vendor to add a COVID code to your text analytics ontology?
David is a senior CX & Insights leader committed to driving meaningful change across organizations by focusing on uncovering actionable customer insights.
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.
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!
Our guest for today's episode is Rod Netterfield, a CX leader who believes design thinking is the secret sauce for transforming your customer insights into innovative CX initiatives. Check out the episode now!
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.