Notes on conversation intelligence — 2016

4 posts

29 July 2016/Terje Ennomäe

NPS analysis: looking behind the score

A high NPS looks great on a slide, but the score alone hides the truth. See how analysing comments and sentiment turns NPS into real insight.

18 April 2016/Terje Ennomäe

Reading customer feedback beyond the NPS score

An NPS number rarely tells the whole story. See why analysing the comments alongside the score gives a truer picture of customer sentiment.

29 March 2016/Terje Ennomäe

Why predefined topics fail your customers

Predefined contact-form topics route requests, but rarely reflect what customers actually want. Here is why automatic topic detection works better.

16 March 2016/Terje Ennomäe

What defines the customer experience?

Customer experience is every interaction a person has with you. See how analysing all conversations reveals what really shapes it.