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Customer insights teams have been let down by traditional text analytics tools. There was so much promise early on.

Let AI do the heavy lifting of understanding the voice of the customer at scale and the effect it was having on your business, giving CX teams more time to figure out how to improve the experience for customers in a data driven way. Unfortunately, the devil was in the details. What we all expected was the ability to quickly understand what customers were saying and the impact it had on metrics the business cared about.

Instead, what we got were…


No two people are the same, and that includes those told to analyze customer feedback.

Dave has been manually reading thousands of responses from the monthly NPS survey and just #knows customers always complain about high prices. When he’s going through customer comments from that NPS survey he will always be looking for mentions of ‘price’ or ‘high prices’.

Jane’s organization has 1M+ followers on Instagram and she spends all day every Thursday randomly sampling hundreds. She does this because she knows social media is a source of raw, unfiltered customer feedback where everyone has an opinion about her company’s…


Our guest for today’s episode is David Gardner. David is a senior CX & Insights leader committed to driving meaningful change across organizations by focusing on uncovering actionable customer insights. He is currently Vice President of Research & Insights at Talkdesk, a San Francisco based B2B technology company which is making waves in the cloud-based contact centre space. Talkdesk helps organizations around the world create better customer experiences.

We’re excited to have David on the show to share his insights and unique perspective on doing more with the data you already have.


As a customer insight leader, you’re constantly looking for key behavior drivers behind your organization’s CX scores. Understanding what motivates customers is essential for knowing how to improve their experience and ultimately drive revenue.

Uncovering deep and meaningful customer insights is easier said than done!

Physical motivators are easy to spot, such as the kind of products your customers like and when and where they buy them. Customer insights teams however must dig deep to uncover the psychological drivers behind customer decisions and preferences.

But why do your customers behave the way they do?

To unlock deep and meaningful customer…


Customer feedback is so powerful in today’s digital age that one social media post attracts a million views in less than a week. Reviews are everywhere as well (both for B2B and B2C organizations).

Customer reviews are also very public for a very long time, so it’s normal to want to minimize negative reviews. But negative reviews could actually be your golden ticket to deeper customer insights (and, by extension, better customer experiences)!

Organizations have a lot to gain from positive reviews, because customer feedback becomes a public testament to the quality of your brand’s products and services. …


This blog was originally published June 28, 2021 on the Kapiche Blog here.

With the recent economic downturn and continuous rise in unemployment, banks are working hard to keep their customers by offering new products and promotions.

Traditionally, improving retention meant providing features or services that align with customer values. However, to acquire today’s customers and gain their loyalty, you cannot just give new offers, services or discounts. One of the most important aspects of retaining a customer is understanding what they value about your institution.

Ask this question to members of your company: How much value does customer…


With the recent economic downturn and continuous rise in unemployment, banks are working hard to keep their customers by offering new products and promotions.

Traditionally, improving retention meant providing features or services that align with customer values. However, to acquire today’s customers and gain their loyalty, you cannot just give new offers, services or discounts. One of the most important aspects of retaining a customer is understanding what they value about your institution.

Ask this question to members of your company: How much value does customer insight and experience bring to your business?

If you or other banking executives can’t…


Our guest for today’s episode is Rod Netterfield. For the past 10 years Rod has been embedded in a variety of mid-tier and large global organisations leading customer experience strategies and functions to uplift capability and improve delivery across brands, products and services. He believes design thinking is the secret sauce for transforming your customer insights into innovative CX initiatives.

We’re excited to have Rod on the show to do a deep dive into design thinking as it relates to customer insights and CX.


A strong focus on customer experience (CX) is crucial for any business looking to grow in today’s marketplace. So why is it that businesses leave this crucial component in the hands of a single department, customer service? If you are truly focused on improving your organization’s customer experience, it’s important to understand the two approaches to NPS (or any CX metric), operational and strategic, and how these affect your ability to respond to your customers and improve your organization’s customer experience.

Operational vs Strategic

When we consider the customer experience framework, an operational approach looks at individual customer interactions, such as responding to…


As a business owner, you know how vital collecting data is. According to a survey from Deloitte, most senior managers think that analytics helps make better decisions. So, you’ve done your homework and established a way to collect data from your business efficiently. Now what?

You might have gathered customer feedback through CSAT and NPS surveys, pulled a year’s worth of chat log data, or requested access to the entire history of support ticket data. …

Kapiche

Kapiche is revolutionary new product to connect the dots between what customers say and the key metrics decision-makers care about (such as revenue, LTV etc.)

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