The Best Black Friday Offer - Exceptional Customer Experience

Posted by Mihaela Popa on Nov 27, 2019 12:18:46 PM

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!

Read More

Topics: customer experience, black friday

Seven Pearls of Wisdom from CX & Insight Leaders' Forum

Posted by Mihaela Popa on Nov 11, 2019 11:18:53 AM
Read More

Topics: customer experience, technology

The Seven Powers Of Captain Insight

Posted by Katie Watson on Sep 16, 2019 5:02:35 PM

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.

Read More

Topics: customer experience

The Day Of Manual Man: The Struggles of CX Management

Posted by Katie Watson on Sep 9, 2019 2:36:47 PM

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?

Read More

Topics: customer experience

The CX Superheroes Amongst Us

Posted by Katie Watson on Aug 30, 2019 10:34:27 AM

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.

The Gut Insect 

Name: The Gut Insect

Read More

Topics: customer experience

The Importance of Touchpoints In The Customer Journey

Posted by Katie Watson on Aug 1, 2019 11:51:45 AM


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.

Read More

Topics: customer experience, customer journey

What is worse than a Delayed Plane #FlyMaybe

Posted by Katie Watson on Jul 9, 2019 9:52:07 AM


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.


Read More

Topics: customer experience, Real Time, brand reputation, travel and tourism

The importance of benchmarking your customer experience against competitors

Posted by sharad khandelwal on Apr 17, 2019 9:00:00 AM

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. 

Read More

Topics: customer experience, artificial intelligence

How Does Delivery Affect A Retailer's Reputation

Posted by Kirsty Pinner on Feb 18, 2019 10:11:45 AM
Read More

Topics: customer experience, customer feedback, artificial intelligence, AI, logistics

How Delivery Companies Can Become Customer-Obsessed

Posted by Kirsty Pinner on Jan 28, 2019 2:13:46 PM

The role of customer service in the delivery experience.

Read More

Topics: nlp, customer experience, customer journey, logistics

Subscribe Here!