Article Category
Voice of the Customer
-
Blog
What is Customer Centricity?
By Aryne Monton • November 21, 2025TLDR: When was the last time you stopped designing what you thought was the problem, and asked customers what they -
Blog
10 Obvious Signs You’re Ready for a CX Management Platform
By Alvier Marqueses • November 18, 2025Ready to take your CX to the next level? This article outlines ten clear warning signs that your current tools are holding you back and that a CX-management platform can... -
Blog
Deal Breakers Driving Customer Churn
By Federico Sasse • October 30, 2025What makes customers leave? Discover the top 4 deal breakers driving customer churn, led by unresolved issues and poor staff competence. Learn how to fix your biggest service failures. -
Blog
The Definitive Guide to Choosing the Right CXM Software
By Alvier Marqueses • October 14, 2025Choosing the right CXM software requires strategy. Follow this definitive guide to define CX goals, vet integration needs, and select a vendor for a long-term strategic partnership. -
Blog
The 3 Customer Profiles You Cannot Ignore
By Aryne Monton • October 10, 2025Stop treating all customers the same. Discover the 3 crucial customer profiles—Low-Touch Realist, Practical Resolver, and Heavy Seeker—and tailor your CX strategy to maximize loyalty and minimize churn. -
Blog
The Future of Experience Management in a Recession
By Aryne Monton • September 30, 2025Is your CX recession-proof? Discover the three essential pillars of a resilient customer experience strategy: empowering self-service, data-driven personalization, and innovation. -
Blog
The Ultimate Guide to Customer Feedback Formats and Collection Channels
By Alvier Marqueses • September 25, 2025Customer experience is the key to loyalty. Learn why a multi-channel feedback strategy is essential and explore the top quantitative & qualitative formats and collection channels. Gather real-time data and... -
Blog
How Customer Experience (CX) Affects Online Reputation
By Alvier Marqueses • September 18, 2025Discover the crucial link between customer experience and online reputation. Find out how positive reviews and social media word-of-mouth can build your brand, while negative feedback can cause significant damage. -
Blog
How Gen Z, Millennials, and Baby Boomers’ CX Expectations Are Shaping the Future of Service
By Alvier Marqueses • September 16, 2025Discover how Gen Z, Millennials, and Baby Boomers' unique customer experience (CX) expectations are shaping the future of service. Learn why a one-size-fits-all approach no longer works and how businesses... -
Blog
Inner Loop vs. Outer Loop in Voice of Customer Programs
By Alvier Marqueses • September 12, 2025Discover how to build a mature Voice of Customer (VoC) strategy by combining the Inner Loop and Outer Loop. Understand how one focuses on immediate customer issues and the other...
