The answer to the popular and essential question: who is responsible for customer experience? In short, everyone is. Find out what are the organizational roles in customer experience management of product, sales, development, finance, HR and most importantly, top leadership of your company.

Find out how why customer feedback can play a crucial role in all your business operations and not only influence but significantly improve your business KPIs: from marketing and employee training up to product strategies and pricing.

A comprehensive guide to the Net Promoter Score: from calculation and collection to analysis, best practices, benchmarks and case studies. Find out how NPS can benefit your company!

Learn how to not only operate the popular buzzwords and terminology but also manage customer experience on practice with the help of the Glossary from A to Z. Understand deeper the topics of Actionability, Churn, Retention, Customer Touchpoints and many more. Extra courses, stats and graphs included!

Learn the future trends of customer experience and digital transformation in Business-to-business operations. Be ahead of the traditional B2B customer experience, reduce churn and increase your customers' happiness.

Build sustainable customer experience management processes and improve your customer experience. Learn from the experts' best tips and case studies. Collect, analyze and act on customer feedback. Let the voice of your customers be heard across your organization.

When measuring customer experience, don't just blindly follow CX established KPIs or metrics scores. Understand the text customer feedback and emotions of you customers. Find out what truly drives your customer experience.

If you ever wondered how to analyze large amount of customer feedback, text analytics is for you. Find out how the popular text analytics tools and sentiment analysis can ease your work of customer experience management. Understand text feedback from Net Promoter Score, CSAT or CES.

Wondering how to collect customer feedback? How do design your customer surveys to ensure high response rate? Read about the best practices, find out when, where and how to ask for feedback and build a follow-up plan.

Artificial Intelligence (AI) is used everywhere in customer experience management, especially in customer feedback analysis. Learn how you can benefit Natural Language Processing and why you should use a combination of machine learning and human intelligence.

Choosing customer experience metric seems to be a complex process? Don't let the variety trick you. Start collecting customer feedback, measuring customer experience and listening to the voice of your customer with a simple and easy KPIs and metrics!

Dig into the real-life examples of social media use for customer support and improving customer experience. Follow the best practices from the recognised companies, learn how they deal with customer support and customer complaints on social media.

Do you measure Net Promoter Score but the response rates are too low? Use these 7 techniques to increase your response rates to customer surveys and understand what customers are saying about you.

Calculate your perfect Net Promoter Score. Should you aim for the score of 100? Establish clear targets for your next Net Promoter campaign, benchmark and set up priorities (hint: despite the higher score, text customer feedback should be one of them!)

Analyze customer feedback in multiple languages. Don't just ignore the voice of your customer, ask for text feedback in all the languages your customers speak. Learn which mistakes to avoid and check how text analytics can help you with translations.

Find out what are the most common mistakes and challenges when measuring Net Promoter Score. Learn how to avoid them, when to ask for feedback, how to deal with promoters and detractors and spread the results across your whole organization.

Most of the companies believe they will compete solely on the base of customer experience. Will you compete with them? Find out why it's vital for your company to manage customer experience and why NOT managing your Customer Experience costs more than managing in the long-term.

How to ensure your C-level executives support the customer experience management across the organization? Set up clear targets, metrics and KPIs for the company to follow. Find out the most common mistakes when target setting and learn how to avoid them.

How to choose a customer experience metric? Should it be Net Promoter Score, CSAT or CES? What're the differences between them? What works better? Look no more. Net Promoter Score is not only a simple and easy choice, but will give you better insights in long-term. Find out why.

You should not send customer surveys and you shouldn't ignore customer feedback. How is that possible? Read why the most of customer feedback surveys don't make sense and how to make sense of yours.