Customer Experience

Customer Experience (CX) research, measurement and analysis involves gathering insights about customers’ perceptions, feelings and interactions with an organisation.

Various methods including as surveys, observations, and data analytics are used to understand customer expectations, satisfaction and loyalty.

Service industries, public sector organisations and business with on-going customer relationships attach great importance to understanding and improving their customer experience.

Common CX research approaches include continuous feedback surveys (such as Customer Satisfaction (CSat) and Net Promoter Score (NPS): feedback analytics (using AI to understand the content of comments in reviews, complaints and other sources); journey mapping & analytics (learning how users interact with different touchpoints over time); and social listening.

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Featured Customer Experience Companies

SightX is an automated end-to-end consumer insights platform for efficient…

Yabble’s proprietary AI helps you find insights by analysing, summarising…

QuestionPro is a SaaS platform for Customer and Employee Experience…

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Canvs AI analyses open-ended text from virtually any source, including…

Caplena uses Augmented Intelligence to analyse large amounts of free…

DISQO is CX intelligence platform for insights, agile testing and…

InMoment provides software and services for Experience Improvement that combine…

MarketResponse helps brands to excel by combining technology with expertise…

OvationMR specializes in providing tailored market research solutions focusing on…

Fathom provides AI-driven software and services to analyse open-ended text…

Alida helps brands create engaged research communities to gather feedback…

Forsta is a full suite technology platform for market research,…

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