CX LabNotes Blog

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Two key takeaways from Forrester CXNYC 2016

July 15, 2016

I recently attended Forrester’s CXNYC conference. Forrester’s events are a great bellwether for the state of CX. Their analysts have long been active in the CX space and conferences like CXNYC are full of CX stories from the …

OpinionLab supporting Midwestern tech scene growth

June 30, 2016

At Opinionlab, we are proud to employ some of the best technology professionals in the Midwest. Attracting this sort of talent involves supporting the communities that form around the most exciting technologies — technologies that allow us to provide the …

The three key learnings from CXFS 2016

June 24, 2016

I recently returned from the CXFS conference in New Orleans. It was a really interesting event with some great content from some of the brightest customer experience experts at the biggest brands in the financial services industry. There …

Customer mobile expectations drive CX scores downwards

June 17, 2016

The results published in our latest Customer Opinion Index (COI) Report say a lot about exactly what is going on in CX at the moment:  namely the impact of mobile and how this is affecting customer expectations. For those of …

To redesign or optimize your website? That is the question…

June 2, 2016

We’ve talked a lot on the CX LabNotes blog recently about how to improve your website to ensure it helps you achieve your goals, specifically why complete redesigns often fail and the value of factoring what your customers think into any …

Five best practices to integrate VoC into your customer journey mapping processes

May 19, 2016

The customer journey map is an essential tool for organizations needing to address the persistent cross-channel CX challenges that hinder a unique and frictionless user experience. Without a customer journey map, you’re unlikely to be able to provide a consistently …

Website redesigns: How and when should you measure impact?

May 9, 2016

Forbes recently explained customers expect more of companies on a daily basis. Considering that, in sophisticated industries with substantial competition for customer dollars, is it any wonder some brands think redesigning their website will give them a CX …

Five tips to make your VoC data actionable

April 21, 2016

We’ve spoken a lot on this blog about the value of customer-initiated feedback and how this is the only way you can truly get to grips with what your customers really think about you. Undiluted feedback from empowered consumers …

Five reasons why you should implement a customer-centric web strategy

March 30, 2016

In a previous blog, we talked about some of the biggest reasons why website redesigns fail. At the crux of the main issues identified was a failure to listen effectively to customers at each stage of the process. Here are …

Winter Release: The value of organizational context

March 17, 2016

In my previous blog, I discussed the migration across the VoC industry in its approach to our approach of collecting insight from today’s empowered consumer - a shift away from panels and surveys towards customer-initiated comment cards, which …

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