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Learning hub for Voice of Customer and CX management

The Top 4 Topics That Shaped the CX World in 2022

The year 2022 saw a dramatic shift in the world of customer experience (CX). Businesses across the globe had to scramble to keep up with the rapidly changing customer demands and the technological advances that followed. This year was marked by a number of different topics, each of which had a major...

What you need to know about anxious customers: Four customer experience considerations

Customer service is a key element of the user experience. If you don’t make your customers happy, they won’t come back. The importance of customer service has increased in recent years, thanks to social media and review sites like TripAdvisor. Anxious customers are not easy to handle. They tend ...

How to Deal with Online Trolls: What You Can Do When They Target Your Brand

There are many ways to use the internet to your advantage, especially as a brand looking to boost visibility and grow your reach. A fantastic way of doing this is by creating an online presence and engaging with customers on sites like Facebook, Twitter and Instagram, for example. But while these si...

How to Build a Culture that Drives Customer Success

Customer success is a growing trend for software companies in every sector. Driven by the rise of SaaS and subscription models, customers now expect continuous service and support throughout their ownership of a product. This has forced vendors to reconsider how they measure the success of their pro...

Customer Service: setting realistic customer service expectations without harming your brand

In the digital age, consumers have more information and visibility than ever before. It’s also easier for them to share their experiences online. As a result, customer service has never been more important. Consumers expect businesses to offer fast and frictionless interactions across channels. Th...

Five Common Mistakes Companies Make with their NPS

The Net Promoter Score is one of the most commonly used indicators of customer loyalty. NPS measures the willingness of customers to recommend a company or product, and gives businesses insights into how they can improve. But, it’s not always easy. Making sure you’re implementing your NPS in the...

How to Prioritize Your Customer Experience Projects: A Step-by-Step Process

Knowing what to prioritize in your customer experience projects is hard. There are so many things you could work on, and while they’re all important, it can be difficult to know where to begin. In this post, we’ll look at different ways you can prioritize your customer experience projects to cut...

Creating The Ultimate Customer Experience: Tips to Reduce Customer Complexity

The customer experience is so much more than just an interaction at the point of sale. In fact, it’s a continuous stream of experiences that begins long before a potential customer walks into your store. It ends well after they’ve left as well. There are plenty of ways you can make the experienc...

How to Increase Customer Engagement With a Health Score

Customer engagement is a key component of successful loyalty programs. It helps brands understand how their target audience views their products, as well as how likely they are to continue purchasing that brand in the future. A customer engagement score can provide an objective, numerical measuremen...

How To Become More Agile and Flexible In Customer Experience

Customer experience is fast becoming one of the most important factors in businesses, and as a result, customer experience professionals are increasingly working in more agile environments. But what does this mean? And how can you become more agile and flexible in your own environment to improve you...

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