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The CX metric you know but aren't using enough
Everyone knows Customer Effort Score. Few act on it. What journey friction costs in retention and contact volume, and how CES works alongside CSAT and NPS.
Use CX data to influence stakeholders and prove your impact
Good insight still loses to gut feel. How to frame CX findings so they are hard to dismiss, and why always-on access beats a report nobody opens twice.
SmartSurvey vs InMoment: which feedback platform is right for you?
InMoment has passed through two owners since 2025. A side-by-side look at survey building, analysis, channels, closing the loop and what each platform costs.
Combine CX metrics to prove impact and build a business case
One score tells you the outcome, not the cause. How NPS, CSAT and CES together turn a number into a business case, with the research and the ROI maths behind it.
How to close the inner loop without letting anything fall through the gaps
CX teams own the inner loop process but resolution sits across the business. How to build the automation and workflows that mean nothing falls through the gaps.
Why closing the outer loop is harder for CX leaders
The outer loop framework is simple. Executing it is not. This article covers the four reasons CX leaders struggle to close the outer loop and how to address them.
SmartSurvey vs Zonka: which feedback platform is right for you?
Both collect feedback across channels. The differences show up in survey logic, what you can do with the data afterwards, and whether you can see the price.
SmartSurvey vs Medallia: which feedback platform is right for you?
Medallia is powerful, expensive, and hard to change without raising a services ticket. Where each platform fits on setup, analysis, channels and price.
From insight to action: how to turn CX analytics into business outcomes
Analytics that stops at reporting changes nothing. The inner and outer loops that turn findings into fixes, and how to tie those fixes to retention and revenue.