The Customer (Support) Experience Blog

Latest Posts in Voice of Customer

Measuring Customer Sentiment

We recently discussed why high-impact CX needs high-impact measurement and, more specifically, measuring customer effort. This post focuses on measuring ...

Reduce top customer effort drivers

Measuring Customer Effort

We recently discussed why high-impact CX needs high-impact measurement that clearly supports CX goals. This post focuses on measuring customer effort.

The Customer Feedback You Already Have

Customer feedback is the lifeblood of CX. Without it, CX teams can’t measure the quality of their experience and have no compass to help them improve it....

7 Things You Need To Know About Sentiment Analysis

Sentiment analysis has become quite the buzzword in the CX community, and with good reason. It’s never been more important to understand customer sentime...

The Customer Feedback Stack: Part III

This is the final post in a three-part series about assembling your customer feedback stack so that you can take action faster and more effectively than ...

Want CX Insights
Delivered Straight to
Your Inbox?

The Customer Feedback Stack: Part II

This post is the second in a three-part series about assembling your customer feedback stack so that you can take action faster and more effectively than...

The Customer Feedback Stack: Part I

This post is the first in a three-part series about assembling your customer feedback stack so that you can take action faster and more effectively than ...

Five Steps To Get Started With Customer Experie...

Too often, when organizations think about getting started with a traditional CX program, things generally go one of two ways:

20 Reasons to Prioritize Customer Experience Ops

You’d be hard pressed to find an executive at any company billing itself as customer-centric who will say that listening to customer feedback isn’t impor...

Operational VoC vs. Traditional VoC

Five Core Components of Customer Experience Ops

Traditional CX programs fall short of measurable impact because they often rely on siloed, one-dimensional, and stale data. Poor CX data management resul...