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To comply with GDPR in customer experience, organisations need to consider what customer data they collect, why they collect it, how transparent they are about its use, where it is stored, who can access it and how long it is retained. They also need to make sure customers can exercise their rights over that data. […]
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Mobile app usage continues to dominate digital interactions, with nearly 90% of smartphone time spent in apps. As a result, expectations for mobile experiences have never been higher. Users expect fast, intuitive and error-free apps and when something goes wrong, they expect to be heard. For businesses, this means one thing: collecting in-app feedback is […]
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A website survey should help you understand the user experience, not interrupt it. Even a well-designed feedback form can create friction when it appears on the wrong page, disrupts an important task or asks a question that is irrelevant to the visitor’s journey. Advanced feedback form targeting gives teams greater control over where, when and […]
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Markets move quickly, putting pressure on product teams to launch faster and continuously improve the user experience. But making the right decisions requires more than assumptions. Product feedback helps teams understand what users value, where they struggle and what they expect next. These insights enable product managers to prioritise improvements and build more successful...
Voice of the Customer (VoC) tools help organisations collect, analyse and act on customer feedback across different journeys, channels and touchpoints. The right Voice of the Customer software can reveal what customers need, where they experience friction and which improvements should be prioritised. However, VoC platforms vary considerably. Some specialise in digital feedbac...