Customer Experience

Creating Value for the Customers, With the Customers

Thea Denolyubova
Telecommunications Healthcare Industrial Production Consumer Goods Customer experience Text Analytics Advanced Analytics Market Research How can companies create more value for their customers and thus be more successful in achieving their business goals in 2023? We gathered leading industry experts at a roundtable discussion (organized in partnership with The Customer Centricity World Series Awards,) - Stuart McGown, Head of MI&Analytics at Philips,  Ivaylo Yorgov, a prominent CX analytics expert from…

Competitive CX Value and Benchmark and How to Measure the Experience of Your Competitors’ Customers

Alexandra-Emily Kokova
Telecommunications Healthcare Industrial Production Consumer Goods Customer experience Text Analytics Advanced Analytics Market Research The past 2 years marked a significant shift in companies investing more into their customer experience programs. Whilst many measure separate KPIs such as NPS and customer satisfaction, a successful CX program requires continuous feedback collection and a deeper, more granular customer data analysis. Getting to know your customers has never been as crucial, as it…

Managing B2B Customer Experience: Essentials & Best Practices for Advanced CX Programs

Alexandra-Emily Kokova
Telecommunications Healthcare Industrial Production Consumer Goods Customer experience Text Analytics Advanced Analytics Market Research What do you do with the customer data you collect? Whether it being survey feedback, past interactions data or NPS®, it gives one strategic advantage beyond only being beneficial to delivering great experience—it helps you better understand what your customers need, and ultimately solve a complex matter through the services and products you provide. TABLE OF…

Customer Experience Firestarter: A Practical Guide to Igniting & Managing Customer-Centric Change

Alexandra-Emily Kokova
It is very often the case that a customer satisfaction management and a push to become more customer-centric come top down. Senior leadership is sincerely convinced in the benefits of customer experience and insights as a strategic advantage, but during the adoption phase the program is frequently challenged by executives in different roles and functions across the organisation. Yet, if you need anybody’s buy-in, it’s the active approval and engagement…

How to Manage Word-of-Mouth at Scale

Alexandra-Emily Kokova
Telecommunications Healthcare Industrial Production Consumer Goods Customer experience Text Analytics Advanced Analytics Market Research People talk. People have been finding ways to share information forever but since the invention of social media we do it even more publicly. The big question remains - can you manage word-of-mouth? In this blog we’ll look at how to avoid bad word of mouth for your business and ensure you understand all of your…

CX Analytics: Taking the Complexity Out of it

Alexandra-Emily Kokova
Telecommunications Healthcare Industrial Production Consumer Goods Customer experience Text Analytics Advanced Analytics Market Research One thing we learned from experience: analytics projects are valuable only when they help you make an impact on customer satisfaction and on business results. A lot of businesses are obsessed with data, methodologies and models, rather than impact. In this blog, we’ll look at ways of simplifying customer experience in order to bring direct value…