This week, we were thrilled to participate in CCW’s Modernizing Customer Experiences with AI & Digital event. In case you missed it, below we’ve recapped the Executive Roundtable session from Tuesday afternoon featuring our own founder & CEO George Davis, Osman Javed, Head of Product Marketing at Cresta, and Frank Golden, Business Development at Airkit. 

Themes = What Makes and Breaks CX

Understanding the themes that drive customer experience enables CX teams to explain changes in customer sentiment and effort, and ultimately, business outcomes. It helps them achieve goals like improving outcomes, finding early warning signals to get ahead of customer expectations, and testing hypotheses about how to improve. 

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

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

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. Many teams start by listening to feedback in two ways:

History is full of infamously bad predictions. 

If you’re reading this, you probably know that a customer health score is a composite data point assigned to individual customers to summarize relationship health. It should enable you to understand how your customer relationships are likely to evolve in the future and know which accounts need attention at any given time. It needs to consider and weigh a variety of factors, and it’s only as good as the signals that feed it. 

Sentiment analysis has become quite the buzzword in the CX community, and with good reason. It’s never been more important to understand customer sentiment, and failing to do so brings unfortunate consequences.