How Much Truth Fits Into a Single Number
The board wants to know one thing: how are our customers doing? Yet the answer usually arrives as three, five or twelve numbers. A composite index promises to [...]
When Customers Talk Instead of Click
„All a customer has to do is say what happened, and artificial intelligence asks for the details on its own. It promises an end to empty "Why?" boxes [...]
The GymBeam CEO Controversy a Lesson in Customer Experience
A company can offer next-day delivery, lab-tested products and tens of thousands of glowing reviews. Then along comes a single Instagram story. The Dalibor Cicman case shows that [...]
A Score of 45. Good or Bad? Without Context, It’s Just a Number
A company checks its NPS (Net Promoter Score a measure of customer loyalty based on how likely a customer is to recommend the company, ranging from -100 to [...]
Connecting CX Data with CRM and ERP
Feedback without context is just an opinion. Only once it's linked to data about who the customer is, what they've bought and how they've behaved before does it [...]
How many responses in CX are actually enough
Company X launches a quarterly satisfaction survey. NPS (Net Promoter Score, a loyalty metric calculated as the difference between the share of promoters and detractors) falls from 42 [...]
GDPR and feedback collection where CX teams most often go wrong
Most CX managers will tell you GDPR is a legal department problem, something that only matters when you're sending a newsletter or setting cookies on a website. The [...]
