Get Started
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 Stay Ahead of Customer Expectations

By Frame AI

Topics: Customer Support Customer Experience Voice of Customer Case Study
11 min read

The Pitfalls of Traditional Voice of Customer Programs

By Mary Cleary

Used correctly, Voice of Customer is one of the most impactful ways you can improve your company's customer experience. According to a recent HBR Salesforce report, companies agree that customer-sourced "data has a clear role to play in developing a superior customer experience." Yet only 23% actually act on the customer feedback they receive. 

Topics: Customer Experience Voice of Customer
10 min read

Redefining Voice of Customer in 2020

By Mary Cleary

Topics: Voice of Customer
7 min read

3 Questions About Your Customer Support Effort

By Robbie Mitchell

A checklist to understand what customers experience and how much effort it takes to support them.

Topics: Customer Support Voice of Customer
3 min read

How x.ai used Frame AI to prioritize CX during rapid growth

By Robbie Mitchell


Topics: Customer Support Voice of Customer Case Study
4 min read

You have intelligence for web and mobile. What about CX conversations?

By Robbie Mitchell


Topics: Product Updates Customer Experience Voice of Customer