Manuela Pifani

3 December 2018

CX Measurement, Voice of the Customer

Is NPS approaching its sell-by date?

Manuela Pifani

3 December 2018

CX Measurement, Voice of the Customer

While NPS plays a role to align the organisation behind thinking about the customer, it is not actually a true customer experience metric. What options do we have to measure the customer experience effectively and understand that all important customer’s emotional state?

Manuela Pifani

28 May 2018

CX Measurement, Voice of the Customer, Customer Engagement, Customer Strategy

You're hot and you're cold

Manuela Pifani

28 May 2018

CX Measurement, Voice of the Customer, Customer Engagement, Customer Strategy

Many studies show that customers’ behaviours and decisions are greatly influenced by emotions. However, most organisations are not clear about what their customers’ emotional motivators are and therefore ignore opportunities for strengthening customer engagement.

Manuela Pifani

16 April 2018

Customer Engagement, Voice of the Customer, CX Design, Customer Strategy

Emotions are loud but nobody listens

Manuela Pifani

16 April 2018

Customer Engagement, Voice of the Customer, CX Design, Customer Strategy

People's decisions and behaviours are driven by emotions, but most Voice of the Customer programmes focus only on the transactional aspects of the customer journey, without trying to understand how the customer felt

Manuela Pifani

26 March 2018

CX Measurement, Voice of the Customer

Are you playing Whack-A-Mole or Connect 4?

Manuela Pifani

26 March 2018

CX Measurement, Voice of the Customer

Are you playing Whack-A-Mole or Connect 4?

The accuracy and reliability of the Voice of the Customer data is essential to inform business decisions and kick start the CX Programme. However, many customer feedback processes are still not structured in the right way to provide a true indication of CX performance.

Manuela Pifani

26 February 2018

CX Measurement, Voice of the Customer

Weighing the pig

Manuela Pifani

26 February 2018

CX Measurement, Voice of the Customer

“What is the latest NPS score?”. This was probably the most common question I used to hear in my CX leadership roles – and typically one asked by an executive director. However, the focus on that simple number was not enough.

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