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
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
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
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
Text Analytics Challenges David Johnson, CEO of Decooda, breaks down the challenges of some text analytics tools. Specifically, he reviews some of the limitations of Sentiment Analysis, Natural Language Processing (NLP) and Machine Learning in order to help senior executives understand why their insights are not actionable.
Behaviors Matter and They’re Predicted by Emotions https://customerthink.com/more-evidence-that-customer-experience-is-about-emotions/ Thank you for writing this Jeanne! We couldn’t agree more. You make a good case for a point we are trying to communicate in the marketplace. Not only do CX campaigns and approaches need to be emotionally engaging to be successful, but businesses also need to be able to detect customer emotions