Tag: artificial intelligence

25
May

What we Ask (and What it Means)

What we Ask (and What it Means) Simon Sinek taught us all the value of entering into a challenge by answering the “Why” question in his brilliant Ted Talk: “Start with Why.” But not everybody instinctively starts with why. Different personalities prefer different questions. Ideators start with “Why.” Why is this relevant? Why should I care? Why did it happen? These

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25
May

Getting the best insights hinges upon asking the best questions

Getting the best insights hinges upon asking the best questions Decooda accurately detects how customers think, feel and act about a product, experience or brand, and uncovers how those thoughts and feelings translate into behavior, in order to understand the relative importance of each customer touch point.  This is achieved by complementing the Likert question with a carefully crafted, unique

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31
Jan

2018: The Year of the Six E’s

Guest post by: Amanda Forshew, Managing Partner, Customer Alignment Will we see something new for CX in 2018 or will it be more of the same? If it is more of the same, then the experience gap that has opened will only get bigger. Forrester has called it ‘A year of Reckoning’; they state that there is “a burning platform

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19
Dec

Cultivating a customer-centric culture with Decooda Impact Analysis

Cultivating a customer-centric culture with Decooda Impact Analysis One of the biggest challenges companies face is getting the team to “lean in” and embrace a culture of customer advocacy. The Decooda Impact Analysis reveals the granular emotions and cognitive insights of the customer experience that get everyone on the team aligned to the needs of the customer. How your customers

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30
Nov

Customer Experience: Make it simple, make it better.

When you know exactly what motivates your customers’ behavior – you know what to focus on. Journeys, heat maps and word pairs alone won’t get you there. Decooda will. We simplify Customer Experience and make it easy to understand. This short video gives you a glimpse at what’s possible with Decooda.

8
Nov

Open-source in the world of data breaches

Open-source in the world of data breaches Charlie Wardell, Decooda CTO   There are a few things that you may want to take into consideration before implementing open-source software, as opposed to proprietary software, in your overall solution/strategy. Let’s explore the strengths and weaknesses of utilizing open-source projects. Rapid implementation Open-source software allows you to implement key components of your

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30
Oct

CX Complacency due to lack of major, visible crisis

CX Complacency due to lack of major, visible crisis Guest Blog: Annette Franz, CCXP When it comes to a customer experience transformation, is there a visible crisis in your business? Or is everyone happy with the way things are? The one step of Kotter’s 8-Step Process for Leading Change that resonates with me is the first one – especially as

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27
Oct

Customer Experience Collaboration and Case Management – Made Simple

Customer Experience Collaboration and Case Management – Made Simple Complex case management – handled simply. It’s usually the complex and unpredictable customer cases that make it past your automated processes and self-service channels to reach your agents. To handle them, agents need increasingly specialized knowledge—knowledge about which step is next and what information is relevant when a case takes an

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6
Oct

Removing the barriers to effective customer experience analysis

Removing the barriers to effective customer experience analysis With a direct link clearly established between customer satisfaction and revenue growth, you would think that customer experience scores would be on the rise. Unfortunately, that’s not the case. According to Forrester’s US 2017 Customer Experience Index (CX Index™), CX quality worsened between 2016 and 2017. And this is in the face of

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14
Aug

Artificial Intelligence isn’t what it’s all cracked up to be

Artificial Intelligence isn’t what it’s all cracked up to be In the world of analytics and predictive modeling, many executives and consultants get excited about artificial intelligence. They want to be first to the market, implement it to beat their competition and win the war for the consumer dollar with it. But, the reality of it is that humans do

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