Tag
CX strategy
14 articles
The questions people always ask about AI feedback analysis
Most answers come back to one test: can you open any number and see the words behind it? The questions that come up on every call, answered.
AI adoption in CX teams: the four fears and what to do about them
CX teams’ concerns about AI are about the black box, not the AI. Each of the four fears has a good answer when the platform shows its work.
NPS isn't broken. Disconnected NPS is.
Every serious criticism of NPS is a criticism of a score cut off from its context. Connect it to the why, the who, the where, the owner and the outcome.
How to turn CX metrics into a business case your CFO will approve
Translate each experience metric into a financial outcome through a clear chain: the score, the driver behind it, and the KPI that driver moves.
Move from scores to outcomes
In the boardroom, the question is rarely what your NPS is. How to treat scores as inputs and connect them to retention, churn and customer lifetime value instead.
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.
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.
Customer experience management: a practical guide
What customer experience management is, why it matters, and how to run a CXM programme around a cycle of listening, understanding, acting and improving.
Customer experience strategy: a step-by-step playbook
A customer experience strategy aligns people, process and technology around one definition of a good experience. The CX Strategy Canvas, a 90-day plan, and the mistakes that derail both.
How to improve customer experience: a practical framework
Collecting feedback is the easy part. A five-step framework for turning what customers tell you into changes that show up in the numbers.
Map your customer journey for smarter feedback collection
Before writing a single survey question, work out where feedback belongs. Four questions and five steps to map the journey and place surveys where they earn replies.
Customer experience journey mapping
A journey map is a visual record of every interaction a customer can have with you. How to build one in five steps, and how to keep it useful once it exists.
What is customer experience management?
Customer experience management is how an organisation designs and improves every interaction a customer has with it. The components, the strategies and the challenges.