Guides and research

Customer Experience Strategy Template

Ready your keyboard or your favorite pen and transform your Customer Experience that will take your business to new heights! This comprehensive Customer Experience Strategy Template is designed to guide you through the process of creating a winning CX strategy that resonates with your customers and drives business success. What’s Inside? A Step-by-Step Guide: Go […]

Voice of Customer Template

Jumpstart your VoC analysis with a ready-to-use template, saving you valuable time and resources. Implement changes that matter, enhancing customer experience and contributing to your business’s success. Designed for simplicity and effectiveness, this template is your key to unlocking valuable customer insights and driving positive change in your business. Inside the Template: Guided Analysis: Go […]

State of Customer Experience 2023

Discover customer experience trends in our State of Customer Experience report: from the impact customer experience management has in organizations to the usage of CX-related metrics. Our State of Customer Experience report dives into: KPIs and Goals for 2023 and Beyond CX Challenges, Analyzing the Impact of CX Initiatives, and ROI Calculations Evaluating CX Resources […]

How to Build a Customer Experience Department

  Ready to create a top-notch customer experience department? It’s not that easy, but that’s why we’re here! This downloadable resource provides valuable insights into the process of building a Customer Experience Department, making it easy for you to take your Customer Experience to the next level. This Infographic will show: The preliminary steps before […]

2023 State of Banking Apps

  The 2023 State of Banking Apps is an in-depth analysis of banking apps customer ratings Digitalization has completely revolutionized the banking sector. Banking apps are now more personalized and customer-friendly than ever before, with a wide range of features that make banking easier than ever. And because of it, customers can now enjoy a […]

2022 State of Shopping Apps

The 2022 State of Shopping Apps is an in-depth analysis of shopping apps customer ratings We’ve analysed more than 75,000 reviews, including multi-lingual comments left by users, from the top 40 shopping apps in Europe. The report will cover: Why users have a better experience on Android mobile shopping apps than on iOS. How usability […]

From Customer Experience to Business Value

From Customer Experience to Business Value is a workbook to help you prioritise and sell customer experience initiatives Most companies nowadays agree that customer experience is important, but the real challenge starts when it’s time to prioritise customer experience initiatives over other actions that seem to have a clearer business value.

State of Customer Experience 2018

Discover customer experience trends in our State of Customer Experience 2018 report: from the impact customer experience management has in organizations to the usage of CX-related metrics. Our State of Customer Experience report dives into: Key Focus Areas and Challenges Impact of Customer Obsession Customer Experience KPIs

How to Calculate the 5 Most Important Customer Experience Metrics and KPIs

Get your copy and become an expert on how to calculate the 5 most important Customer Experience metrics and KPIs! Learn from our examples how to calculate and use: Net Promoter Score (NPS) Customer Satisfaction (CSAT) Customer Effort Score (CES) Customer Churn Rate Customer Retention Rate

NPS Benchmarks in Europe

In this report, you will find NPS Benchmarks in Europe, with NPS (Net Promoter Score) Industry Averages and NPS leaders according to consumers. By the way, did you know that over 65% of companies are measuring CX with Net Promoter Score? If you are one of those, this is the report for you.

Net Promoter Score Facts

In this infographic, we have collected a few useful Net Promoter Score facts that will help you get started with NPS. You will learn: How to formulate the Net Promoter Score survey What to consider when measuring your NPS How successful businesses use Net Promoter Score to make business decisions

Guide to Survey Design Best Practices

Download the guide to survey design best practices to learn: The principles of survey design What types of questions to use The do’s and don’ts of creating questions How to generate insights from survey responses

Guide to ROI of Customer Experience

In this Guide to ROI of Customer Experience you will find: guidelines on how to understand the business value and ROI (Return On Investment) of customer experience new ideas on how to adjust the familiar concepts to your company a pdf workbook with simple instructions to understanding and calculating the ROI and business value of customer experience in your company an excel that […]

Guide to Net Promoter Score

With our guide to Net Promoter Score you can master NPS and Customer Experience. This guide will help you to: Understand the fundamentals of NPS Increase NPS survey responses Avoid common NPS mistakes Use Net Promoter Score benchmarks across different industries See how a real company has doubled their NPS score in 6 months

Customer Experience in Banking Stats

9 out of 10 customers who feel valued from their bank will stay loyal to it. That’s why it is important for banks to build better services and products that meet their customers’ biggest needs, while at the same time ensuring that every change will benefit the business. To do that, CX and CI managers […]

Guide to B2B Customer Experience Essentials

Did you know that at least 80% of B2B buyers expect the same buying experience as B2C customers? Our guide to B2B Customer Experience essentials helps you to prepare your business to succeed in the changing conditions and satisfy the growing need of your customers.

Guide to Customer Experience Management

By establishing a systematic process for collecting, analyzing and acting on the customer feedback, you’ll be able to start taking the customer experience in control. This will enable you to reduce churn and increase your revenue. Our guide to customer experience management helps you in establishing a systematic approach to managing customer experience.