Plenty of businesses express the desire to improve their customers experience. However their efforts are hindered by being unaware of the significance of the touchpoints their customers experience.

With Black Friday around the corner, your company has for sure prepared the best deals and is offering the best prices, but here’s something else to keep in mind - offering your customers the best customer experience!

Our CX Superheroes blog series has been following the three different types of CX leaders we have encountered here at SentiSum. The most successful type of CX manager is Captain Insight. A question we have been asked a lot is what makes Captain Insight so good at her job. In this post, we reveal exactly what powers make her so special.

Captain Insight, like Manual Man, has an understanding of the value that data holds. However, unlike Manual Man, she has the powers to extract value from large amounts of data. If you aspire to be like Captain Insights then here are the seven powers that she has which make her the ultimate CX Superhero.

At SentiSum we are very familiar with all the manual men (and women) of the CX world. They are the ones we aim to help as they have the ambition and drive to provide a good customer experience however the reality of the world is the change they face.

In our last post we described the superheroes of the CX world. In our experience we have encountered three main types and the most common was manual man. Manual Man cares about CX and knows that data is valuable yet they lack the tools to help them overcome the challenges facing a CX leader. Want to find out if you are a manual man? Using our experience with past clients who once identified as manual man we have constructed a typical day of this CX hero. Does his day sound familiar to you? Can you relate to his problems?

Customer Experience Superheroes are becoming a prominent part of the workforce. At M.I.C.E (Military Intelligence of Customer Experience) we have performed a detailed surveillance of the three supernatural customer experience managers known to us.

At first I thought that nothing could be worse than a delayed plane for travel companies. However, after exploring the PR disaster Flybe experienced on Twitter this week, I realised responding to consumers in real time is more important than ever. When a plane is delayed there is not much consumers can do but when they feel ignored, they can just shout louder.

I have been asking all the Customer Experience Directors I meet whether they benchmark their customer experience against the past or their main competitors and the answer is more often than not - NO. When I ask "why?" the usual answer is that this is just too difficult of a thing to do.