Get Started
7 min read

Tackling the Three-Headed CX Monster

By Mary Cleary

The three-headed CX monster plagues CX leaders with three core problems — siloes, dark data, and the “too-hard” pile. According to Deloitte, customer feedback, both organic and unsolicited, is often spread across as many as 23 different channels, leading to a siloed view of your customer experience. Dark data is typically unstructured data that is impossible to understand without a significant data science effort or tons of manual analysis, which often happens late or never. Unfortunately, this is the common fate of 90% of your customer feedback.  Because of siloes and dark data, some of the most brilliant CX insights are cast aside onto the “too-hard” pile. If it’s too complicated for any stakeholder to understand the impact of customer feedback and to execute on it, it stays stranded on the “too-hard” pile. Most customer feedback has a short time window to make an impact on any given customer’s experience — allowing it to linger here translates to failure to act, and failing to act in a timely fashion opens the floodgates to unfortunate consequences, from churn to a tarnished reputation. 

Topics: Customer Experience
4 min read

The Customer Feedback Stack: Part III

By Mary Cleary

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 ever before. In case you missed it, catch up on part I here and part II here

Topics: Customer Success Customer Support Customer Experience Voice of Customer
3 min read

The Customer Feedback Stack: Part II

By Mary Cleary

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 ever before. In case you missed it, catch up on the first post here.

Topics: Customer Experience Voice of Customer NLP
5 min read

The Customer Feedback Stack: Part I

By Mary Cleary

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 ever before. 

Topics: Customer Experience Voice of Customer
1 min read

Infographic: 5 Things To Know About Voice of Customer in 2021

By Frame AI

Voice of Customer is nothing new. But between rising customer expectations, and as a result, the rise of CX as today’s competitive frontier, and advances in technology, organizations are rethinking their approach. To understand what’s changing and why we combined findings across the year of customer voice data and a survey of CX professionals. Check out our infographic that highlights the top five things to know about VoC in 2021. 

Topics: Customer Experience Voice of Customer
9 min read

Five Steps To Get Started With Customer Experience Ops

By Mary Cleary

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

Topics: Customer Support Customer Experience Voice of Customer
8 min read

Why Support Conversations Aren't Created Equal

By Mary Cleary

Topics: Customer Support Customer Experience Voice of Customer
8 min read

20 Reasons to Prioritize Customer Experience Ops

By Mary Cleary

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 important. So it’s quite possible that a customer experience program has been on your mind for some time, but it’s also quite possible that your version still exists as a quarterly survey program, or maybe as an aspirational bullet point in an internal strategy deck. Unfortunately, CX initiatives have long been easy to cast aside in favor of priorities perceived as lower effort and higher impact. But CX programs have come a long way — it’s never been more important to have a sound strategy in place, nor has it ever been more achievable to drive and measure positive outcomes for your customers and your organization. Best-in-class CX organizations are trading old-school CX programs for CX Ops, a new-action-oriented approach that unifies customer feedback and measures every interaction from every channel to help CX teams turn insight into action. 

Topics: Customer Experience Voice of Customer
4 min read

Five Core Components of Customer Experience Ops

By Mary Cleary

Traditional CX programs fall short of measurable impact because they often rely on siloed, one-dimensional, and stale data. Poor CX data management results in an inaccurate and illegible portrayal of your CX and uncertainty about how to improve. According to Forrester, 77% of companies say that they don’t model the drivers of CX quality regularly, leaving them in the dark about what matters most to their customers. Furthermore, 65% of companies say improving their data analysis is critical to improving customer experience

Topics: Customer Experience Voice of Customer
5 min read

Frame AI Helps Fastly Act Quickly With a Complete Picture of Their Customer Voice

By Frame AI

Topics: Customer Support Customer Experience Voice of Customer Case Study