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9 min read

High-Impact Measurement for High-Impact CX

By Mary Cleary

Topics: Customer Experience Voice of Customer CX Metrics
5 min read

What Is Organic Customer Feedback?

By Mary Cleary

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:

Topics: Customer Experience Voice of Customer
4 min read

What Makes a Health Score Predictive?

By Mary Cleary

History is full of infamously bad predictions. 

Topics: Customer Success Customer Experience
4 min read

What's in a Health Score?

By Mary Cleary

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. 

Topics: Customer Success Customer Experience
3 min read

Join Us at CCW's New Standards for Customer Contact Performance 5/25-5/27

By Mary Cleary

Topics: Customer Support Customer Experience Events
6 min read

7 Things You Need To Know About Sentiment Analysis

By Mary Cleary

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.

Topics: Customer Experience Voice of Customer AI
3 min read

Stop Throwing Away Organic Customer Feedback

By Max Schultz

Stop throwing away organic customer feedback.

Topics: Customer Experience
11 min read

The A̵r̵t̵i̵f̵i̵c̵i̵a̵l̵l̵y̵ Intelligent CX Organization

By George Davis

Artificial Intelligence (AI) is transforming many industries, and many CX teams are navigating mandates to incorporate it into their strategies. But let’s face it — today, most of the ways we use AI in CX are pointed at our teams and customers, not with them. Consider the following scene:

Topics: Customer Experience NLP AI
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