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CX Industry News | Thought Leadership | Experience Management Guides & Tips
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Blogs
- Customer Experience
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- Feedback Management
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- General
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- Voice of the Customer
How Sentiment Analysis Can Improve Customer Experience: A Practical Guide
By Alvier Marqueses• 5 May 2026Sentiment analysis turns thousands of customer verbatims into clear signals: surfacing what's working, what's breaking, and what needs fixing before it shows up in your scores. -
Blogs
- Customer Experience
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- Customer Service
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- General
How to Improve Customer Experience in a Call Center: A Practical Guide
By Aryne Monton• 4 May 2026Improving call center CX comes down to a few fundamentals: resolving issues fast, training frontline teams well, and closing the loop when things go wrong. -
Blogs
- Customer Experience
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- General
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- Voice of the Customer
How to Conduct a Customer Experience Audit: A Step-by-Step Guide for 2026
By Alvier Marqueses• 1 May 2026A step-by-step playbook for running a customer experience audit, what to assess, how to score it, what tools to use, and how to turn findings into action. -
Blogs
- Customer Experience
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- General
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- Net Promoter Score
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- Voice of the Customer
NPS Passives (Neutrals): Why 7s and 8s Are Your Biggest Risk
By Aryne Monton• 29 April 2026NPS passives (7–8 scorers), sometimes called neutrals, are the silent majority. They’re not complaining, and that’s the problem. Here’s how to win them. -
Blogs
- Customer Experience
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- Feedback Management
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- General
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- Voice of the Customer
What Is Customer Effort Score (CES)? The Complete 2026 Guide
By Alvier Marqueses• 27 April 2026Customer Effort Score (CES) predicts loyalty better than NPS or CSAT in service moments. Here’s the formula, the question, the benchmarks, and how to use it. -
Blogs
- Customer Experience
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- General
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- Net Promoter Score
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- Voice of the Customer
What Are NPS Promoters? How to Identify, Grow and Activate Them
By Aryne Monton• 24 April 2026NPS promoters are your 9s and 10s, your loudest advocates and highest-LTV customers. Here’s how to identify, activate, and grow them. -
Blogs
- Customer Experience
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- Feedback Management
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- General
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- Voice of the Customer
8 Customer Satisfaction Metrics Every CX Team Should Track (And Actually Act On)
By Alvier Marqueses• 22 April 2026You have a score. But do you have a system? Here are the 8 customer satisfaction metrics that separate CX leaders from everyone else. -
Blogs
- Feedback Management
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- Net Promoter Score
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- Voice of the Customer
NPS Management: The Complete Guide to Running a Programme That Moves the Dial
By Aryne Monton• 20 April 2026Most teams track their NPS. Very few manage it. Here is the complete guide to turning your Net Promoter Score into an ongoing programme that protects revenue and recovers detractors. -
Blogs
- Customer Experience
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- Feedback Management
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- Voice of the Customer
How to Analyse Customer Feedback at Scale (Without Drowning in Spreadsheets)
By Alvier Marqueses• 17 April 2026The feedback is flowing. The insights are not. Here is the complete framework for analysing customer feedback at scale — and actually doing something with what you find.
