Metrics

Dive into essential metrics like Net Promoter Scores, Customer Lifetime Value, and Customer Satisfaction Scores to drive informed CX decisions.

Why Your NPS Plateaus at Scale and How to Fix It
NPS stuck? Discover the structural reasons why scores plateau at scale...
Mikhail Dubov

How to Calculate the Revenue Impact of NPS Improvements
Liliana Osorio
Mikhail Dubov

How to Translate CX Metrics Into CFO-Approved Budget Requests
Liliana Osorio
Mikhail Dubov

How to Categorize NPS Open Text Responses at Scale
Mikhail Dubov
Mikhail Dubov

Join the 11,000+ CX, insights and product leaders who subscribe to our How To Love a Customer podcast, delivered every two weeks.

Top Insights

• Connecting NPS to Revenue & Retention: A Data-Driven Framework
• A Step-by-Step Guide to Measuring and Improving Your VOC Metrics in Retail
• The Real Cost of Customer Churn in SaaS (With Statistics)
• The Ultimate Guide to Increasing Customer Lifetime Value

How to Tie Customer Experience Scores to Business KPIs
Stop guessing what your CX scores are worth. This guide explains how to link NPS, CSAT, and CES to hard business KPIs...
Mikhail Dubov

.avif)

How to Reduce Support Tickets Using Product Feedback
This guide shows you how to use product feedback and AI-powered insights to identify friction points...
Liliana Osorio

Customer Experience Insights: Definition, Types, and Recommendations
Learn how to leverage data-driven strategies...
Mikhail Dubov

The 4 CX trends I am most excited about in 2024
This week we look at the 4 CX trends we believe will impact CX & VoC teams in 2024...
Dmitry Isupov

Lyra AI: addressing concerns about AI adoption

Lorem ipsum dolor sit amet, consectetur adipiscing elit. Suspendisse varius enim in eros elementum tristique. Duis cursus, mi quis viverra ornare, eros dolor interdum nulla, ut commodo diam libero vitae erat. Aenean faucibus nibh et justo cursus id rutrum lorem imperdiet. Nunc ut sem vitae risus tristique posuere.

Dr Aji Ghose

Quick-start guide for Lyra AI

Mariana Lisboa

Why Lyra AI comes out on top when comparing AI platforms for text analysis

.avif)

Jordan Clive

The strategic and tactical divide in CX: how we built Lyra AI to bridge the gap

.avif)

Luke Moore

Lyra AI uncovered: what customers always ask

Dr Aji Ghose

Everything you need to know about Lyra, the breakthrough AI technology for customer experience

Dr Aji Ghose

The essential guide to Experience-Led Growth (XLG)

Mikhail Dubov

A Guide to Voice of Customer Analysis
Unlock insights with Voice of Customer Analysis for satisfaction and growth. Build a customer-centric strategy for continuous improvement...
Mikhail Dubov

The point of no return? Why returns analysis is essential in 2024
We explore how retail and ecommerce brands can reduce returns...
David Ascott

Why you're wrong thinking about ditching NPS
We look at some of the criticism levelled at NPS...
David Ascott

With survey response rates falling off a cliff, how will you listen to the voice of your customer
We explore how VoC programs are about to fundamentally change...
Dmitry Isupov

What is CSAT (Customer Satisfaction Score)?
Learn about CSAT (Customer Satisfaction Score) & its importance...
Arron Westbrook

Customer Feedback Analysis: Steps for Collecting, Analyzing & Acting
Learn how to analyze customer feedback with AI...
Arron Westbrook

Impact Analysis: Making Sense of Why Your Key Metrics Change
Now you can discover what’s driving positive and negative sentiment across all of the data you collect...
Tom Sykes

Customer Retention Metrics & How to Measure Them
Which customer retention metrics should retailers measure...
Arron Westbrook