Thematic

FEBRUARY 19, 2025

Call to Action Banner See Thematic in Action Experience the power of AI Try Thematic The Rise of Content Analysis: Measuring Meaning in Text (Mid-20th Century) By the mid-20th century, text analysis had moved beyond manual word counting into a more systematic approach—content analysis.

Insights 62

Insights Social Media Feedback Healthcare 62

SuiteCX

MARCH 31, 2015

CEM/CJM Governance is a process focused on managing the quality, consistency, usability, security, and availability of your overall CEM strategy as well as for the building blocks such as VOC/VOE/Journey Maps and CEM Dashboards. Governance in Customer Journey Mapping. Click here to view SlideShare. Level of maturity.

Customer Journey Mapping 40

Customer Journey Mapping Government Customer Journey CEM 40

InMoment XI

SEPTEMBER 25, 2024

InMoment’s core AI-based NLP engine, provides low-latency text mining and analytics that process five or more tweets every second, expediting evolve24’s time-to-value for their customers. The result is a data-driven voice of customer program that can help win contracts and build airports that better serve stakeholders and travelers alike. “As

Insights 195

Insights Social Media Net Promoter Score Events 195

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. Build Voice of Customer program in 5 steps by Surveypal Customer Satisfaction Customer Satisfaction , or CSAT, is a broad term that describes many different types of customer surveys. Image by Retently.

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Lumoa

JANUARY 9, 2018

Successful organizations will drive deep, orchestrated transformation rather than just fixing customer issues or tracing scores. It will require experience professionals to help drive more collaboration and alignment of operations, measures, metrics, processes, governance, workflow – true and real strategic organizational transformation.

2018 133

2018 Customer Experience Competitive Advantage 2017 133

SurveySparrow

JULY 31, 2023

Have you ever wondered what your customers truly think about your brand? The answer lies in the realm of voice of customer analytics. By harnessing the power of data and customer feedback, organizations can gain profound insights to create exceptional experiences and drive business growth.

Social Media 52

Social Media CEM Voice of Customer Net Promoter Score 52

CX Journey

OCTOBER 19, 2016

It states: When a measure becomes a target, it ceases to be a good measure. And while it's good to gauge your performance, the movement of the metric is an outcome down the line - the first area of focus ought to be: what's going on with the customer experience and how do we improve it. Have you ever heard of Goodhart's Law?

Metrics 73

Metrics Measurement Feedback 2016 73

CX Journey

NOVEMBER 10, 2015

It's really a great way to start to understand if the customer currently has a seat at the executive table, and if not, how ready each and every employee is to listen to customers about their needs and expected outcomes going forward. It’s a great baseline that can be revisited and re-measured to gauge progress over time.

Government 64

Government Roadmap Culture Customer Journey Mapping 64

Customer Guru

JANUARY 16, 2018

I truly believe that within the operational limitations that one has, there is still plenty that can be done to foster trust and enhance the customers’ experience. However, with the government taking measures, such as the enforcement of the Real Estate Regulatory Authority (RERA), a lot of control has been brought in.

Customer Centricity 110

Customer Centricity Hospitality Management Customer Service 110

Maru Group

AUGUST 3, 2020

Legacy customer experience and voice of customer tracking systems are showing their age, to the point where large research budgets are yielding fewer insights as the program ages. In this article, we explore how to ensure your tracker stays flexible and meaningful to capture relevant and timely customer insights.

Brands 52

Brands Government Metrics Measurement 52

Second to None

FEBRUARY 22, 2019

Although emotions play a major role in governing the customer experience, their abstract implications oftentimes become background noise against tangible data. Having employees place themselves the shoes of the customer can be an effective exercise to identify common feelings that people may experience when navigating your program.

Customer Experience 54

Customer Experience Voice of Customer 2015 Reference 54

CX Journey

AUGUST 4, 2015

The most effective and important diagnostic I’ve observed for assessing organizational speed and tempo appears obvious but underappreciated: How fast are your customers willing to change? Bottom line: it always comes down to listening to your customers. Their internal readiness matters more than yours.

Innovation 73

Innovation 2015 Social Media Government 73

Strativity

JULY 6, 2015

Performance: Deliver the brand experience consistently through tools and techniques like Journey Management, Employee Engagement research and Voice of Customer programs. Platform: Enable the brand experience delivery with training, governance and sustainability programs. We measure success by a single word: Execution.

Customer Experience 40

Customer Experience 2012 2014 Government 40

ChurnZero

APRIL 12, 2019

If you find yourself wondering these exact same questions, then you should check out our on-demand webinar with Julia Ahlfeldt, where she breaks down what it takes for an organization to truly put the customer at the center of their business. During this webcast we also learned: The key aspects of customer-centric business practices (e.g.

Customer Centricity 14

Customer Centricity Customer Success Net Promoter Score B2B 14

Thematic

OCTOBER 8, 2024

These questions help evaluate an AI provider’s reputation, capabilities, human oversight, and data governance protocols. At Thematic, our mission is to get insights from every voice into the hands of every decision maker. How do we measure and assess validity? What are Thematic's Data Governance protocols?

Government 62

Government NPS Document Feedback 62

ClearAction

AUGUST 21, 2016

This article is a continuation of the article Strategic Customer Experience Action on Voice of the Customer , using the analogy that John Deere presented at a conference: customer experience strategy is like integrating the components of a vehicle (or tractor): Windshield = vision and strategy.

Customer Experience 54

Customer Experience Financial B2B Customer Experience Management 54

Amity

APRIL 25, 2016

GM & SVP, Global Customer Success - CA Technologies. Dayton, is responsible for designing, deploying, measuring, and governing the CA customer experience (CX) strategy through a global field network of customer success managers, voice of customer programs, and business analytics team.

Customer Success 96

Customer Success Chief Customer Officer Blog Consulting 96

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. Build Voice of Customer program in 5 steps by Surveypal Customer Satisfaction Customer Satisfaction , or CSAT, is a broad term that describes many different types of customer surveys. Image by Retently.

Definition 60

Definition Net Promoter Score Customer Experience CEM 60

ijgolding

JANUARY 15, 2016

‘The Confused’ – increasingly, I am coming across organisations that are just confused by Customer Experience. They often think that CX is a ‘project or an initiative’ that will ‘cost money’ and are likely to have a lack of ownership or governance from the very top. Customer Experience Strategy. Metrics, Measurement and ROI.

Customer Experience 56

Customer Experience Customer Experience Professionals Customer Centricity 2016 56

Experience Matters

APRIL 7, 2015

The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), Our solutions make it fast and easy to capture customer, employee, and market insights in one place. and ultimately—to be right.

2015 97

2015 Multi-Channel 2014 CEM 97

Customer Alignment

MARCH 2, 2018

One thing she was going to be tasked to do was to review their Voice of Customer (VoC) programme. She was keen that the tail wouldn’t wag the dog and that the Customer and CX strategy drove measurement and not the other way around.

Chief Customer Officer 99

Chief Customer Officer Customer Experience Roadmap Workshop 99

Waypoint Group

OCTOBER 12, 2021

Are you failing to help your customers with the “change management” process that is so often required for success/value/ROI? Do your CSMs know what governance, oversight, and value means for their book of business? Are you failing to understand and meet (or at least “manage”) customers’ expectations?

NPS 40

NPS Voice of Customer Government Document 40

SurveySensum

JULY 14, 2020

Founder and Principal at CustCore Consulting, a specialist consultancy firm, Shane helps companies to WOW their customers by unlocking new areas of growth through defining, measuring, and improving customer experience across all parts of their customer’s journeys. LinkedIn : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Waypoint Group

JUNE 13, 2018

The more your company helps your customer see the business result(s) that your products and services drive the more they will rely on you. See” means more than measuring the business results; it also means communicating the results and making sure the right people know all about the ROI. Then measure the ROI and communicate it.

Customer Success 40

Customer Success ROI Voice of Customer Feedback 40

CX Journey

JUNE 28, 2016

Image courtesy of Christina Welsh Which metrics have you selected to track your customer experience improvement efforts? I've got a lot of questions about the metric(s) you've chosen to measure customer sentiment about the experience with your company and to track your progress toward improving that experience.

Metrics 38

Metrics NPS Measurement Government 38

Lumoa

OCTOBER 31, 2018

Successful organizations will drive deep, orchestrated transformation rather than just fixing customer issues or tracing scores. It will require experience professionals to help drive more collaboration and alignment of operations, measures, metrics, processes, governance, workflow – true and real strategic organizational transformation.

Customer Experience 60

Customer Experience Customer Centricity Culture 2018 60

COPC

NOVEMBER 13, 2019

Q: Where does the Shouqi customer service centre fit in the management of end-to-end customer experience, and how do you manage and improve? Driving improvements of products and operations from the core of the company with the voice of customer is the main responsibility of the customer service centre.

Customer Satisfaction 8

Customer Satisfaction Voice of Customer Consulting Transportation 8

Waypoint Group

OCTOBER 17, 2019

Deeper insights helping marketing create excellent customer-company interactions . Reciprocity strengthens customer relationships while increasing CSM team productivity by 50%+. develops cutting-edge enterprise Governance, Risk, and Compliance (GRC) software. Reciprocity, Inc. Seeking trustworthy feedback.

Customer Engagement 40

Customer Engagement B2B Engagement NPS 40

Pointillist

AUGUST 18, 2021

I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist’s third annual report on the State of Customer Journey Management and CX Measurement. And it’s still misunderstood by too many, because it is a way of driving continuous measurable change.

Customer Journey 40

Customer Journey Omnichannel Measurement Social Media 40

SmartKarrot

APRIL 21, 2022

Using data analytics and intel, they need to understand the customer better to empower them. The CMO knows the voice of customer and can manage the customer marketing operations accordingly. Establishing a collaboration between CCO and CMO is important to set metrics, create goals, and measure progress.

Customer Centricity 10

Customer Centricity Chief Customer Officer Net Promoter Score 2027 10

SmartKarrot

APRIL 21, 2022

Using data analytics and intel, they need to understand the customer better to empower them. The CMO knows the voice of customer and can manage the customer marketing operations accordingly. Establishing a collaboration between CCO and CMO is important to set metrics, create goals, and measure progress.

Customer Centricity 10

Customer Centricity Chief Customer Officer Net Promoter Score 2027 10

Lumoa

NOVEMBER 7, 2022

By the time the survey has been sent out, responded to, and analyzed, customers have already moved on to the next big thing. In 2021, companies will need to focus on measuring the CX at each touchpoint along the customer journey. This is great news for teams that are looking to dig deeper into their Voice of Customer data.

2023 78

2023 Customer Experience Competitive Advantage 2021 78

Storyminers

JULY 6, 2020

Arie’s Customer Lifecycle Management work is focused on developing Customer Strategy and Improving the performance of: Customer Acquisition, Customer Onboarding, Customer Development, Customer Loyalty, and Customer Winback processes. Flavio has a B.S. in Technology Management from Denver University.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

Arie’s Customer Lifecycle Management work is focused on developing Customer Strategy and Improving the performance of: Customer Acquisition, Customer Onboarding, Customer Development, Customer Loyalty, and Customer Winback processes. Flavio has a B.S. in Technology Management from Denver University.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

ChurnZero

JANUARY 13, 2023

Other organizations are finding religion around the need to collaborate and coordinate with Customer Success and by doing that, both the customers and the company will benefit. What other trends will shape Customer Success in 2023? CX and CS finally get recognized as a team sport.

2023 98

2023 Customer Success Chief Customer Officer Customer Journey 98

Thematic

MARCH 12, 2025

Finds hidden opportunities – AI helps uncover trends in customer requests—like a feature people keep asking for or a service gap your competitors aren’t filling. Tip: Voice of Customer (VoC) plays a crucial role in customer segmentation by revealing what different customer groups truly want, need, and expect.

Customer Insights 62

Customer Insights Insights E Commerce Loyalty Programs 62

InteractionMetrics

JANUARY 31, 2025

Finding the right customer satisfaction survey company can make or break your ability to measure customer satisfaction and gain actionable insights. The best firms do more than simply collect customer feedbackthey help you interpret data, identify pain points, and enhance customer satisfaction.

Customer Satisfaction 52

Customer Satisfaction 2025 Metrics Social Media 52