Voice of the Customer

Not Doomed to Repeat: learning from the past of Customer Experience text analytics will ensure we obtain the most value from Large Language Models

Measuring customer effort in isolation is not enough. Organisations need to measure the Customer: Company Effort Ratio (C:CER) which takes both perceived customer and company effort into account.

In this new Ipsos white paper, author Fiona Moss explores how organisations can determine the right CX KPIs to drive business performance.

How retailers can adapt and respond to fluid customer behaviours and expectations post-COVID-19

Continuing to engage with customers during COVID-19 is a strategic imperative. However, proceeding ‘as normal’ is neither empathetic nor likely to understand the full picture of changing customer experiences. Here we discuss how your brand must react to the functional and emotional needs of your customers.

Following the CX Council on the 20 November at The Dorchester, you can now access the slides from the event.

Text analytics is now an established component of many market research programmes. However, as its popularity has increased, so have expectations of what it can deliver. Here, Fiona Moss provides five ground rules to follow to ensure more success in using text analytics tools.

Acknowledgement of customer experience (CX) as a driver of business performance is at an all-time high, with most companies making significant investments to meet their customers’ needs. But for many the question remains; how do you choose which customers or situations to prioritise?

We are increasingly encouraged to rate our everyday experiences, from eating a meal to taking a cab. With service providers now rating us, too, what does this mean for customer interaction and experience? Here, Lauren Kayser examines our 'review culture'.