Resources

Explore the latest insights through articles, webinars, and best practices.

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Three Ways to Boost Customer Retention with a CX Platform

The 21st century introduced us to “individual-oriented” opportunities to make such choices comfortably. If I don’t like Netflix, I’ll try HBO Max. If not satisfied, I can switch to Disney+. Being able to do this so quickly is a great convenience for the consumer, but it is also a big problem for companies. Now, companies have to take more care in formulating their customer retention strategies using a CX platform. Whatever product or services they market, companies should prioritize efforts to improve customer retention rate. When firms serve their customers at the right time and right pace, that positive experience on a CX platform helps to increase customer loyalty and retention. Emotions, intents, or preferences can change so easily.

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oCX: The Missing Piece in Your CX Puzzle

In the realm of customer experience (CX) evaluation, metrics like Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES) have long been the cornerstone of understanding customer sentiment. However, as the landscape evolves and the volume of unstructured data grows exponentially, there’s a rising star on the horizon: Observational Customer Experience (oCX) metric.

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Social Media Sentiment Analysis: Boosting Engagement Strategies

In today’s fast-paced digital landscape, understanding customer sentiment has become increasingly crucial for businesses striving to deliver exceptional customer experiences. Traditional methods of gathering feedback, such as surveys and reviews, offer valuable insights but often fall short in capturing the nuanced emotions behind customer responses. Enter AI-powered sentiment analysis—a game-changer in the realm of customer feedback software.

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AI’s Sentiment Analysis: Enhancing Customer Feedback Software

In today’s fast-paced digital landscape, understanding customer sentiment has become increasingly crucial for businesses striving to deliver exceptional customer experiences. Traditional methods of gathering feedback, such as surveys and reviews, offer valuable insights but often fall short in capturing the nuanced emotions behind customer responses. Enter AI-powered sentiment analysis—a game-changer in the realm of customer feedback software.

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Beyond Metrics: The Impact of Customer Experience Analytics

As businesses strive to provide exceptional customer experiences, they often rely on score-based metrics like Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), or more recently, Observational Customer Experience (oCX) to measure customer experience. While these metrics provide valuable insights, they may not always encapsulate the entirety of the customer journey.

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Key Elements of a Superior Digital Banking Experience

In the fast-paced world of fintech, the competition among digital banking apps is fierce. Recently, our team released a comprehensive report titled “Consumer Perspectives: Best Fintech Apps,” shedding light on the stark differences between the top-performing US-based digital banking apps and their underperforming counterparts. Today, we delve deeper into the analysis to uncover the underlying reasons why some apps outshine the rest, drawing primarily from data sourced from Google Play Store with limited insights from the App Store.

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Super Bowl Seat Scramble: SeatGeek vs. Ticketmaster vs. TickPick

As the excitement builds for the upcoming Super Bowl, the search for the perfect ticket platform becomes paramount for fans eager to secure their seats. In a sea of options, three major players stand out: SeatGeek, Ticketmaster, and TickPick. As a leading CX software company dedicated to enhancing customer experiences, we recognize the importance of thorough research in making informed decisions.

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Optimizing Returns: Driver Simulation for CX ROI

In our recent exploration of “The ROI of Customer Experience,” we navigated the challenges of short-termism in today’s corporate landscape. Building on the momentum from last week, this week’s blog post dives deeper into the practicalities of measuring and proving the financial impact of CX initiatives.

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Food Delivery oCX Report Summer 2023

Food Delivery oCX Report

Summer 2023

This report offers an AI-based analysis of 350,000 customer reviews from 2023, covering the top 80 brands worldwide, including DoorDash, Uber Eats, Just Eat, and Grab. It introduces the Observational Customer Experience (oCX) score, an objective metric to quantify customer reviews. The report features leaderboards across service quality, ease of use, and delivery time, and explores cultural and local trends in food delivery experiences in North America, Europe, and Asia.

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