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How to monitor the customer journey

[fa icon="calendar'] Sep 22, 2016 8:47:04 AM / by Matti Airas posted in Feedback Analysis, Customer Journey, text analysis, customer loyalty, NPS, customer experience, customer touchpoints, feedback categorization

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It is easy to define the customer journey: you plot the different touchpoints and set them more or less in chronological order. It is much harder to monitor and measure how different touchpoints are performing.

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How to visualize text analysis results

[fa icon="calendar'] Dec 3, 2015 11:56:16 AM / by Matti Airas posted in Customer Journey, text analysis, cx analytics, customer touchpoints

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We've done a lot of talking about feedback analysis methods but relatively little about how to make the analysis results usable.  In this blog post, I will outline how the analysis results should be organized visually.

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