Blogs

Customer experience management is challenging when you don’t know why the customer gave a particular rating for the service. Also, there might...

Failure demand is a common but at the same time an unknown phenomenon in service organisations. Failure demand is often associated with...

NPS open text feedback analysis has been mostly ignored, and the focus has been on the Net Promoter Score alone. NPS is a commonly...

For many organizations, text analytic tools are familiar way to analyze customer experience and employee satisfaction. When people hear about qualitative analytics,...

We are often asked what makes qualitative analytics so unique. “We are already using analytic tools to analyse our customer experience, how...