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
What HR could learn from Customer Experience: A people insight and analytics approach Guest Post by: Amanda Forshew Employee engagement is cited by 87% of organizations as being one of their top priorities. However, in Gallup’s 2017 global study, they found that only 15% of employees are engaged at work and this figure is believed to be on the decline. One of
Guest Post by Amanda Forshew, Customer Alignment In theory, an agile approach should be perfect for Customer Experience. However, taken literally, it could make matters worse. Many companies have been busy trying to ‘close the loop’, taking feedback from customers about what’s not working and fixing problems. There hasn’t been a focus on innovation and improvements that will really drive
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
Is your CX survey diminishing the perception of your brand and still not giving you the insights you need – then you need Decooda. Your customers will love our IMAGINATIVE one question survey technique, and the executive team will love the insights we produce.
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
Join the Movement: Stop Surveys that Suck The recent Forrester CX Index study shows CX scores declined for two out of three brands from 2016 to 2017, and all categories showed declines as a whole. However, when you go to the CX vendors sites and look at their case studies, one would be left to believe – all is well.
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
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
Revealing the True Unfiltered Voice of the Customer with One Question Why This Matters: Market research is a science. It is about collecting qualitative and quantitative data about consumers in order to understand their needs. Done correctly, market research helps businesses look past their own ideas about what is needed in the marketplace and instead gives them direct access into