CX Knowledge from Practice: NPS, CSAT and Customer Satisfaction in B2B Companies
Articles, guides, and cases built on years of experience with Nordic B2B companies. In short, not theory - practice.
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AI and Customer Experience in 2026: From Agentic AI to Anticipatory CX
55% of CEOs say AI is their top investment priority. Yet most lack the data foundation to make it work. Consequently, KPMG's global CX benchmark reveals what separates AI leaders from the rest.
CX in Financial Services: Banking, Empathy, and Personalization
Banking ranks 4th globally in the world's largest CX benchmark. Specifically, learn what drives customer experience in financial institutions, and how to build a CX programme that delivers.
Featured Customer Cases
View allAutorola Group: Voice of Customer Across 3 Business Units in 19 Countries
Peter Grøftehauge asked his leadership team one question: Can you tell me if our customers are satisfied? Surprisingly, the answer was no. That's how a VoC programme across 3 units and 19 countries began.
IT-Effect: Systematic Customer Satisfaction in a Project-Based ERP World
IT-Effect only discovered unhappy customers when they were already heading for the exit. In an industry built on relationships and referrals, consequently, that was a strategic risk they couldn't afford.
Documented Results with SurveyGauge
Popular Guides
View allHow to Use CX Benchmark Data to Strengthen Your Strategy: A 6-Step Guide
Specifically, a practical, step-by-step guide to turning global CX benchmark data into concrete improvements in your company's CX programme.
NPS Survey Templates: 10 Tested Question Formulations
The standard NPS question works. However, tailoring the wording to context lifts response rates by 10-20%. Ten ready-to-use templates, each with segment-specific follow-ups.
Analyzing Open-Ended Responses: From Free Text to Actionable Insight
Most organisations collect open-ended feedback but never extract real value from it. Therefore, here is the approach we recommend for turning free text into prioritised, actionable insight.
Build Your VoC Program: Step-by-Step with Templates
Most VoC programmes fail not because of bad data, but because of missing ownership. In other words, there is no path from insight to action. Here is how to build one that actually drives change.
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