Customer Experience

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…

Taking the Complexity Out of CX Analytics

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…

Bridging the gap between patients and physicians through AI & machine learning

Alexandra-Emily Kokova
Telecommunications Healthcare Industrial Production Consumer Goods Customer experience Text Analytics Advanced Analytics Market Research Is it possible to provide more with less and serving your patients the right treatment? This is one of the main questions that hasn’t fallen off the healthcare agenda yet. In a recent event, healthcare professionals discussed the future of care and ways to deliver better, personalised service in a cost-efficient manner.   Value-based care opens…

Looking for differences between brand and customer experience? Look for synergies, instead.

Mila Krasteva
Telecommunications Healthcare Industrial Production Consumer Goods Customer experience Text Analytics Advanced Analytics Market Research Some of the important learnings from “Unleashing Digital Customer Experience” event (Amsterdam, November) were that for companies, consistency in all directions still remains a significant challenge: Consistency across the whole customer journey, especially with the increase of digital touchpoints Consistency in internal alignment – how non-CX KPIs correlate with the CX goals and vice versa Consistency…