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You may have noticed how departmental silos can limit progress and stifle innovation within your organization. By utilizing journey maps, you can encourage cross-functional collaboration, bringing together diverse teams to enhance communication and alignment. In this blog post, I will guide you through the benefits of journey mapping, enabling you to break free from isolation and create a shared vision that drives your organization’s collective success.

I am not an uncritical fan of NPS. But I am also not part of the consulting chorus declaring its imminent death and replacing it with proprietary, unproven alternatives. What I am is pragmatic, and in this article, I’d like to unpack what that really means.

Face-to-face interviews remain one of the most powerful tools in B2B customer understanding. While surveys tell you what is happening, in-person conversations reveal why. With as few as 5 to 10 carefully conducted interviews per segment, you can uncover up to 80% of your clients’ critical pain points, without enormous resources. Investing in these human connections not only delivers richer insights but also strengthens trust and transforms business relationships into lasting

It's important to understand how you can transform raw data into actionable insights. In this article, you'll discover how actively listening to data can shift your perspective, enabling you to extract meaningful patterns that drive informed decision-making.

We waste too much breath in customer experience circles debating the "perfect" metric. Is it NPS? CSAT? CES? Which one holds the real key to the customer's heart? Which deserves the throne in your strategy deck? Here's the uncomfortable truth: It doesn't matter. That's right. The number itself,  whether it's a 47 NPS, a 6.8 CSAT, or a 2.3 CES,  isn't the engine of customer-centric transformation. It's merely the dashboard light.

Architecture plays a vital role in establishing an effective Voice of Customer (VoC) framework within your organisation. By designing the right architecture, you can seamlessly capture valuable insights from customer interactions, allowing you to enhance customer satisfaction and loyalty.

With an effective Voice of the Customer (VoC) program, securing buy-in from senior management is vital for success. You need to present a compelling case that highlights not only the benefits of understanding customer experiences but also how their support can streamline implementation and foster organizational alignment.

The first in a multi-part series designed to help organisations understand, implement, and evolve effective Voice of the Customer (VoC) programmes.

Can AI and data analytics really replace first-hand customer feedback?

Introduction: In the world of business metrics, the Net Promoter Score (NPS) has long been a popular choice for measuring customer...

The reasons why AI falls short in this specific context, highlighting why face-to-face customer interactions remain essential

When evaluating customer satisfaction scores, don't fixate on the number. Become obsessed with fixing the issues!

There needs to be absolute clarity as to who is responsible for doing what, and do it they must!

In the first blog, I mentioned 4 questions that you should address before starting your VoC program. 1) Is your C-suite or senior...

In the last blog I mentioned 4 questions that you should address before starting your VoC program; 1) Is your C-suite or senior...

An important component of a customer experience strategy is Voice of the Customer. Voice of the Customer (VoC) describes your customer’s...

Not everyone is good at closing the loop with customers, particularly with customers that may have raised negative issues in their...