The New CX: From Scorekeeper to Strategic Operator
Yes, NPS was useful for a long time. It gave CX teams a seat at the table. But today, it’s mostly about chasing a score. That chase has become a distraction from what actually matters: business outcomes. When the metric fails to show real risk or opportunity, improving it becomes an exercise in vanity. To […]
Beyond Star Ratings: Predicting Sentiment Before It Explodes
Customer sentiment used to be something you measured after the fact. A sudden drop in NPS. A surge in one-star reviews. A viral Reddit thread from an unhappy user. By the time those signals show up, the damage is done. Customers are frustrated. Loyalty is bruised. Your team is left reacting. Now, a new approach […]
You Can’t Fix What You Can’t See: The Real Reason Customers Churn
When churn creeps up, most teams go looking for the why. They send surveys. Run interviews. Guess. But the truth is, the reasons customers leave are usually already there — in your support tickets, chat logs, NPS responses, and feedback forms. You’re just not seeing them clearly enough or fast enough to do something about […]
Finding the Why Behind NPS Drops
The Net Promoter Score (NPS) has become the golden metric for CX teams to measure the pulse of customer loyalty. But what happens when that pulse weakens? Too often, organizations meticulously track NPS, only to find themselves at a loss when the score dips. They know what happened, but not why. They’re left staring at […]
Understand and Prioritize CX Insights Using Tagado’s ‘NPS Potential Gain’ Metric
The ability to prioritize CX initiatives is essential to drive improvements in customer satisfaction. This enables CX teams to: Boost NPS by addressing high-impact areas. Optimize resources by concentrating efforts where they matter most. Achieve measurable outcomes that reflect on overall business performance. To ensure CX teams achieve this, Tagado delivers actionable insights that come […]
Why Traditional Methods of CX Feedback Analysis Are Failing Companies
In today’s hyper-competitive business environment, companies are increasingly relying heavily on customer feedback analysis to understand their customers, identify pain points, and improve their services. However, many are still using traditional methods of CX feedback analysis that fail to deliver the speed, accuracy and depth required to make meaningful changes. Here’s why traditional CX feedback […]
Harnessing CX Feedback: How AI-Powered Real-Time Insights Can Drive Continuous Improvement
In today’s hyper competitive world, where customer expectations are constantly evolving, businesses need to adapt quickly and intelligently. The methods that once sufficed for addressing customer needs, however, are no longer enough. To thrive in this dynamic landscape, companies must focus on continuous improvement. To succeed, this customer-centric strategic drive needs to be fuelled by […]
How accessiBe Slashed Product Validation Time by 90% & Customer Issue Resolution Time by 30%
In the fast-paced world of web accessibility, staying responsive to customer needs while scaling rapidly presents a unique challenge. For accessiBe, the market leader in AI-powered web accessibility solutions, this challenge became particularly acute as their customer base continued to expand to over 100,000 websites. Here’s how they transformed their product development process using real-time […]
How a Leading Retailer Identifies Issues Impacting Its NPS and Gains the Insights to Resolve Them
Many retailers rely heavily on NPS surveys to keep track of customer sentiment. Traditional NPS ratings, however, only provide surface-level sentiment scores without revealing the underlying reasons for customer satisfaction or dissatisfaction. This was proving problematic for one leading retailer of sleep products, who also manufactures its own products, in the US. Known for its […]
