With this exponential growth of digital channels fueled by the COVID-19 pandemic, a responsive and data-driven approach to continuous improvement has become even more important, as TD Bank proves in both the Canadian and US markets.
Read moreTracking and measuring the issues customers have is critical to understanding how you can improve your customer experience and retain customers, but what about the positive aspects? Here, we're taking a look at the valuable insights hidden in five-star reviews.
Read moreWhat is the Customer Experience Journey framework and how does it aid in the discovery of customer issues that lead to business improvement? Find out what we learned using the Walmart eCommerce data using this framework of analysis.
Read moreTracking trends in your eCommerce data is one of the first ways to uncover changes before they netagively impact your business; how can you make this process more efficient? Take advantage of text review feedback to ensure you're getting the most well-rounded, powerful view of your data: Ipiphany can help.
Read moreCompetitor analysis is a structured investigation into the strengths and weaknesses of businesses in your market as a way to understand market positioning, opportunities, and threats that need to be addressed. Read more to discover a major weakness we found in the Walmart eCommerce platform
Read moreNPS collection and analysis remains an important component of the CX toolkit - this overview covers the mechanisms behind NPS, how to take advantage of its strengths, as well as some of the insights you might find when you analyse your data.
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