Content CX has a measurement problem, but not the one you think. There’s more data than ever: NPS charts, CSAT dashboards, comment tags, real-time alerts, and more. And yet real change is still moving at a glacial pace. We’ve built machines to measure the customer. We just haven’t figured out how to move for them. […]
Content Would your customers recommend you, or warn others to stay away? Every piece of feedback your business receives counts, and in a landscape where only 27% of customers trust online reviews more than peer recommendations, understanding your Net Promoter Score (NPS) could be the difference between growth and churn. Today’s market is ultracompetitive; understanding […]
Content You book a flight online. A week later, a marketing email offers you a discount on the trip you already paid full price for. At the airport, the support agent can’t see your complaint. After the trip, you fill out a survey. Days pass and you hear nothing back. This is an all-too-common reality; […]
Content The future of customer experience is hidden in plain sight, and it’s not in your surveys. As CEO of Forsta, I’ve seen how the experience landscape has changed: people don’t always tell you what’s wrong. Increasingly, they simply walk away. Traditional feedback models on their own aren’t fast or rich enough to catch the […]
Content You’ve likely heard the term “tariffs” in recent media coverage; consumers have been inundated with the phrase in the last few months. While many are still uncertain of their exact implications, one thing is certain: tariffs are impacting the economy at a global level. In today’s unpredictable and uncertain economic landscape, few forces are […]
Content Despite all the buzz around delivering a positive customer experience, some still see Customer Experience (CX) management as soft science, as more PR than performance. And you can’t blame them. Early CX programs were long on surveys and short on outcomes. For years, NPS ruled the roost, offering scores without context and feedback without […]
Content We’ve all been there, stuck in a customer service loop, repeating the same issue to different support agents. Clicking through an automated chatbot that doesn’t get it. Getting a mass email that completely misses the mark. Trying to click out of a product recommendation we would never be interested in. It’s frustrating, impersonal, and […]
Content Data is everywhere, but insights? Those are a lot harder to come by. In the current environment of perpetual information overload, the real power isn’t in collecting more data, but in asking the right questions and being able to act on the answers. Customer experience (CX) teams have long struggled with a simple truth: […]
Content The feeling of delight holds immense importance in the often-elusive customer journey. We know that a delightful customer experience builds loyalty, strengthens relationships, and makes your brand unforgettable. Positive experiences turn customers into advocates, transforming satisfaction into lasting loyalty. But let’s be real—delivering delight at every twist and turn down the sales funnel takes […]
Content In today’s data-driven world, businesses have unprecedented access to customer insights—but are they making the most of it? With global data creation expected to surpass 394 zettabytes by 2028, the challenge isn’t collecting data; it’s knowing how to turn it into actionable strategies that drive loyalty and growth. Customer experience (CX) isn’t just about […]
