There's a question I get asked more than any other when I explain what ElucidCX does. It's not, "How does that work?" or "What does it cost?" or even "How long does it take?" It's: "Wait — this is a thing?!" Yes, talking directly to customers to hear their feedback and then create a strategic plan of action for growth is indeed a thing. For a while, I took that as a marketing problem. Maybe I wasn't explaining it well enough. (Of course, that's always a potential problem. It

There's a particular moment that happens in almost every Voice of the Customer engagement I lead. It comes during the presentation of the Insights Report, when I'm sharing what the customers actually said; it's their customer's real words, in the order they chose to use them. The leader across the table goes quiet. It's not an uncomfortable quiet, it's more like the quiet of someone who just heard something they've been trying to figure out how to put words to, and it turned

Ready to conduct Voice of the Customer conversations? Here are the questions you need to ask yourself before you ask your customers anything.

After a substantial amount of one-on-one Voice of Customer conversations across industries, I can tell you this: It’s almost never what leaders expect. One of those phrases we hear the most is, "I had no idea." Here are five things your best customers would likely say...if you just asked.

Access Design Studio, a leading expert in ADA compliant accessible websites, wanted to better understand the value drivers of their...

Discover what Voice of the Customer (VoC) means and how it can drive growth, retention, and innovation.

Customer experience (CX) is no longer a marketing buzzword; it has become a critical differentiator for businesses across...

​Chances are, you’re inundated with AI-powered customer feedback through a variety of channels — surveys, chatbots, social media. Businesses that you interact with are desperate for your feedback. And you know this because you're desperate for your customers' feedback, too. AI is an incredibly powerful tool for processing vast amounts of data in a pinch. However, while AI proves to enhance efficiency and scalability, there’s a vital component still lacking for businesses inte

The future of customer experience (CX) isn’t just about better dashboards or faster response times, it’s about better conversations.

Find out how you can bridge the CX perception gap between what you think you know about your customer and how your customer actually feels about your brand.

Discover the story behind ElucidCX, a company built on the belief that real customer connection starts with conversations.