Customer experience, in writing.

Customer Experience NPS detractors: how to identify them in your customer base and follow up Your 0-to-6 scorers are already talking about you. Six steps to make it end well. 16 Jul 2026 Read more Customer Experience NPS survey questions: how many to ask, and the exact wording that works Two questions. That's the whole survey. The reasoning, the wording, and the exceptions. 15 Jul 2026 Read more CX & Business Strategy The CX maturity model: Forrester's four levels, from repair to differentiate Find out which of Forrester's four levels you're on and what it takes to climb. 14 Jul 2026 Read more CX Platform 10 Best Customer Feedback Software for Telecommunications in 2026 High volumes, high churn: the feedback tools built for telecom reality. 14 Jul 2026 Read more Webinars Live CX sessions & replays Join the next session live, or catch up in the on-demand library. Browse webinars Customer Experience Customer feedback loops: a practical guide to setting them up and closing them Collecting feedback is easy. Closing the loop is where retention is actually earned. 13 Jul 2026 Read more Customer Experience What is a good NPS score? Benchmarks by industry and the honest answer Everyone asks for the benchmark. Here it is, with the catch nobody mentions. 10 Jul 2026 Read more Customer Experience Retail customer experience: how to improve it in stores and online Same products, same prices, different fates. What winning retailers do with feedback. 9 Jul 2026 Read more Customer Experience Voice of customer surveys: methodology, questions and examples that lead to action The questions worth asking, the methods worth running, and what to do with the answers. 8 Jul 2026 Read more Podcast CX Matters Honest conversations on customer experience, retention and AI. New episodes monthly. Listen now CX Platform 10 Best Customer Feedback Software for Financial Services in 2026 Compliance-proof feedback tools that customers actually like: the 2026 shortlist. 7 Jul 2026 Read more Customer Experience Net Promoter Score (NPS): what it is, how to calculate it and what a good score is The most quoted number in CX, and the most misread. The formula, the benchmarks, the catch. 6 Jul 2026 Read more Customer Experience Customer Satisfaction Score (CSAT): how to measure it and what a good score is Everyone measures CSAT. Fewer know what their number actually means. Benchmarks inside. 2 Jul 2026 Read more Customer Experience Customer Effort Score (CES): formula, benchmarks and how to lower effort The metric that predicts loyalty better than satisfaction does. Here's how to use it. 1 Jul 2026 Read more Newsletter The best of CX, in your inbox Webinars, podcast episodes and practical CX insights, 2 to 3 times a month. Subscribe CX Platform 10 Best Customer Feedback Software for Retail in 2026 What retail teams should demand from feedback software before signing anything. 30 Jun 2026 Read more CX Platform 10 Best Customer Feedback Automation Software in 2026 Stop reading feedback one comment at a time: these tools do the heavy lifting. 25 Jun 2026 Read more CX Platform 10 Best Customer Experience Management Software in 2026 Ten platforms, one honest comparison, zero vendor spin. 23 Jun 2026 Read more CX Platform 10 Best Customer Experience Analytics Software in 2026 The analytics tools that turn feedback noise into decisions, ranked for 2026. 18 Jun 2026 Read more CX Platform 10 Best Consumer Insights Platforms in 2026 The shortlist that separates real insight engines from dressed-up dashboards. 16 Jun 2026 Read more CX Platform 10 Best Sentiment Analysis Software in 2026 Which engines actually catch sarcasm, nuance and mixed feelings? Find out. 11 Jun 2026 Read more Customer Experience 70+ Customer Experience Conferences to Attend in 2026 and 2027 Every CX conference worth your travel budget, September 2026 through 2027. Dates checked. 10 Jun 2026 Read more CX Platform 10 Best Text Analytics Tools for Customer Feedback in 2026 Which tools really understand what customers write? The list is shorter than you think. 9 Jun 2026 Read more CX & Business Strategy AI is taking your job Yes, really. And why that might be the best career news you've had in years. 8 Jun 2026 Read more CX & Business Strategy Software: the end of the Era of Islands Why the tools that don't talk to each other are quietly costing you customers. 5 Jun 2026 Read more CX Platform 10 Best Omnichannel Customer Feedback Platforms in 2026 Surveys, reviews, calls and chats in one place: see which platforms pull it off. 4 Jun 2026 Read more CX Platform 10 Best Customer Feedback Software in 2026 Ranked, compared and stripped of marketing fluff: see who actually earns a spot. 2 Jun 2026 Read more CX Platform 10 Best Enterprise Feedback Management Software in 2026 Enterprise-grade feedback management, compared where it counts. 6 May 2026 Read more CX Platform 10 Best AI Customer Feedback Analysis Software in 2026 AI that reads thousands of comments before your first coffee: the contenders. 1 May 2026 Read more CX & Business Strategy AI agents with Hello Customer: Claude, Copilot, ChatGPT, or Gemini? Which AI assistant reads your customer feedback best? We plugged them all in to find out. 29 Apr 2026 Read more CX Platform 10 Best Voice of Customer Platforms in 2026 The VoC platforms worth your budget in 2026, and what sets the leaders apart. 22 Apr 2026 Read more Customer Experience Customer Lifetime Value (CLV): the formula, a worked example and how to improve it Most teams know their acquisition cost to the cent and their CLV not at all. The formula, and what actually moves it. 14 Apr 2026 Read more Customer Experience Customer churn: how to measure, analyze and reduce it Churn is quiet revenue loss. How to calculate it, spot the warning signs weeks earlier and keep the customers you already earned. 24 Mar 2026 Read more Customer Experience Customer experience metrics: 12 KPIs worth tracking in 2026 The 12 CX KPIs that actually matter, from NPS, CSAT and CES to churn and proactive saves, and when to use each one. 10 Mar 2026 Read more Customer Experience Voice of the Customer (VoC): definition, analysis and how to build a program VoC is everything your customers express, across every channel. Here is how to analyze it and turn it into a program that acts. 5 Mar 2026 Read more CX & Business Strategy The instruments of leadership: why customer feedback belongs in the cockpit Pilots don't fly on gut feeling. Here's why leaders shouldn't either. 2 Mar 2026 Read more CX & Business Strategy EBITDA is the scoreboard, not the steering wheel You can't steer a company by staring at the score. Here's what to watch instead. 3 Feb 2026 Read more CX & Business Strategy Trust in digital customer experience cannot be measured — but it can be revealed The metric nobody can put on a dashboard, and the feedback that exposes it anyway. 3 Feb 2026 Read more Metrics & Methodology On survey response rates: customer feedback is not a numbers game Chasing a higher response rate? You might be optimising for exactly the wrong thing. 27 Jan 2026 Read more CX & Business Strategy Getting management on board with a Voice of the Customer programme The boardroom argument that finally makes the CFO lean in. 27 Jan 2026 Read more CX & Business Strategy The Broccoli Problem Everyone knows feedback is good for them. So why does nobody want it on their plate? 12 Nov 2025 Read more Metrics & Methodology The four-leaf clover of effective surveys Four small leaves that decide whether your survey gets answered or ignored. 3 Nov 2025 Read more Customer Experience The underestimated value of pull customer feedback The feedback you never asked for might be the most honest data you own. 31 Oct 2025 Read more CX & Business Strategy From net-centric warfare to customer-centric intelligence What a military doctrine from the nineties teaches you about customer feedback. 10 Oct 2025 Read more Customer Centricity Customer centricity must not only be done — it must also be seen to be done Quietly fixing things isn't enough: customers have to catch you doing it. 6 Oct 2025 Read more Customer Experience Customer Experience: what customers remember from the experience Customers forget most of your journey. What they keep is what you're judged on. 30 Jul 2024 Read more Customer Experience Human connection: your secret weapon in the digital era The one advantage no chatbot can copy, and how to scale it anyway. 26 Jun 2024 Read more