Customer Experience
Customer Experience Analytics (CXA) is key to understanding why customers buy or churn. This guide will help you use your use customer data to get insights and understanding to drive better business decisions and improve revenue.
The best eCommerce customers have a high repeat purchase rate and leave positive comments. Say, a proportion of these high-repeat customers start to drop off. They’re buying less, then suddenly not buying at all. What’s happening? You’re not face-to-face with these customers, so you need a way
Watercare is New Zealand's largest water and wastewater service provider. They are responsible for bringing clean water to 1.7 million people in Tamaki Makaurau (Auckland) and safeguarding the wastewater network to minimize impact on the environment. Water is a sector that often gets taken for granted, with drainage and
What steps can you take to measure the ROI of Customer Experience improvements? identifying the challenges to ROI reporting will make it easier to consistently report on the impact of CX projects. Whatever the context.
Friction in customer experience can lead to churn and lower transaction spend. Discover how to use Voice of the Customer data and technology to identify CX enhancements that drive sales growth, while reducing costs.
Feedback loops help businesses to understand their customers' needs better and make informed decisions to improve customer experience. Here's a quick breakdown.
If you work in customer experience (CX), this article is for you. Explore how LLMs are poised to make a radical difference in CX and beyond.
CX programmes add value to all areas of the business - and existing ROI calculators are seldom able to offer a balanced perspective. So how can you prove the value of your CX programme?
A customer experience/voice of customer programme is essential for establishing a customer-centric culture at your company. Here's how to get it right.
Having a VoC programme is not just listening to customers and monitoring performance. A mature programme enables you to continuously improve, driving business performance in return. So how do you move up the maturity curve?
Red metrics provide incredibly valuable insights from your CX and operational data. But we’re conditioned to think that success equals a green scorecard. Here's how to put the focus back on what really matters.
How can you stay relevant in a competitive market - especially one under the pressure of a recession? By listening to your customers.