category: Customer Experience

Categories

Someone on a laptop interacting with a virtual chatbot on a website.

What we know about chatbots and user experience

Yellow pingpong balls with emoji faces drawn on them.

Finding joy: Using an emotional model to get more from text analytics

Reviews on phone with word bubbles around it

Social media listening for customer experience

A woman wearing a mask picking up curbside take out from a restaurant during the COVID-19 pandemic

What's next? Ask your customers

young man taking a picture of his coffee for social media

What is social monitoring?

Smiling employee in grocery store aisle

Prioritizing employee experience and preparing for a "New Normal"

graphic that explains how to calculate NPS

How to calculate Net Promoter Score (and what to do next)

team planning a digital user experience on a tablet

When to do user testing — a three phase approach

word cloud of consumer feedback

Using text analytics to find what you're missing in consumer comments