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8 min read

Measuring Customer Sentiment

By Mary Cleary

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

Topics: Customer Experience Voice of Customer CX Metrics Customer Sentiment
6 min read

Measuring Customer Effort

By Mary Cleary

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

Topics: Customer Experience Voice of Customer CX Metrics Customer Effort
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
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
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
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
7 min read

Why Support Interactions Aren't Created Equal

By Mary Cleary

Topics: Customer Support Customer Experience Voice of Customer