The Customer Experience Impact Strategic Framework: How to Prioritise and Scale Up High-Return Initiatives and Multiply Business Value

Creating value What is a job to be done? Great CX or appropriate CX Deliberate actions & intelligent trade-offs CX Impact in practice Tips to get started CX Impact: The Missing Ingredient A study after study shows that customer experience management is growing in importance for companies. Yet, understanding customers and implementing measures to improve their experience remains a major challenge for CX leaders. Many companies engage in an endless…

Boost Your Upsell and Referrals through Improved Customer Experience

Telecommunications Healthcare Industrial Production Consumer Goods Customer experience Text Analytics Advanced Analytics Market Research Over the last decade Net Promoter Score (NPS) and Customer Experience (CX) tracking metrics have become vital to measure impact. Most companies, whether product or services ones, have their internal CX teams responsible for tracking, analysing and improving CX scores. Though increasing the focus on CX and reducing attention on short-term financial results is a case,…

Celebrating CX Impact with 4 wins at European Customer Centricity Awards

Telecommunications Healthcare Industrial Production Consumer Goods Customer experience Text Analytics Advanced Analytics Market Research We had a great night of celebration at the European Customer Centricity Awards yesterday! Three of our clients’ core transformation projects won in the following categories: "Best CX Strategy" for our project with HeidelbergCement: "Business Transformation inspired by a customer-driven strategy" "Digital Transformation" and "Best measurement in CX" for our project with Signify: "Expanding the scope…
customer referral happy customer

10+ Customer Referral Ideas To Increase The Success Of Your Bring-A-Friend Program

Telecommunications Healthcare Industrial Production Consumer Goods Customer experience Text Analytics Advanced Analytics Market Research Referrals are good for your business As a customer you probably have one or even more stories of how your pizza delivery went wrong or how you got a bigger shoe size from your last online order. Think back about these events for a moment. The way that these mishaps were handled by the company –…

Predictive NPS is now part of Medallia Xchange Marketplace

Telecommunications Healthcare Industrial Production Consumer Goods Customer experience Text Analytics Advanced Analytics Market Research We are proud to be the first Medallia partner to publish an app after the Experience Management company opened up to external providers its apps marketplace – Medallia Xchange. Predictive NPS – the customer analytics model that predicts satisfaction scores for 100% of your customer base – is now available upon request for Medallia Experience Cloud. REQUEST A DEMO HERE What is Predictive NPS?…
people-interacting-with-their-smartphones

Data Analytics in Telecoms: Adapting to the new post-pandemic reality

Telecommunications Healthcare Industrial Production Consumer Goods Customer experience Text Analytics Advanced Analytics Market Research It's a challenging time for mobile network and broadband operators. People everywhere are staying at home to protect their health. Most moved the biggest part of their lives to the digital space: work, keeping in touch with family and friends, entertainment. Data usage has skyrocketed, putting additional strain on telecoms - operations- and CX-wise. All of…