Today, companies that implement relationship and transactional
surveys often rely on text analytics to synthesize and analyze
customer comments. When using text analytics with survey responses,
The framework features three important steps in your journey to
drive results. Destination - An important aspect of results is
establishing your destination…what are you setting out trying to
Focus on these three activities to gain support from senior
leaders: The payoff - show senior leaders that customer-focused
actions have an impact on the business. The plan - Share the
Here are five key questions all Customer Experience (CX)
professionals must ask. Do we have the right culture? Possibly the
toughest aspect to control is the culture of the organization. The
Visuals are a powerful way to communicate customer intelligence.
There are so many different ways to visualize customer feedback.
You can use graphs, bubble charts, customer comments, summary
April Fools' Day will be here soon and I'm getting ready! No, I'm
not planning any practical jokes to spring on my colleagues.
However, we decided that for one day out of the year we could take
Text analytics certainly has left me scratching my head a few
times. Aside from figuring out what it even is, learning how to
work with it took excessive time, patience, and - let's be honest
Before sending communications about your customer experience
initiative, start by defining the audience. Do this by answering
these three questions: Who needs to know about this? What are they