Perceptive Team - 12 December 2025
Before you make any decision around your business, be it people, investment, strategy or customers, you need to understand its impact. As the proverb goes: look before you leap. But what we don’t talk about enough is the quality of the "look”. Most...
Perceptive Team - 07 December 2025
What separates a great Voice of Customer (VOC) programme from an average one? It comes down to how well it is embedded within a business. If you want to get the most out of the insights your VOC is generating, grow the programme’s ROI, and drive...
Perceptive Team - 07 December 2025
Voice of Customer has transformed massively since its proliferation in the 90s. Now able to ingest, analyse and act on a myriad of customer interactions and insights, the explosion of potential for VOC is almost unrecognisable from its distant 90s...
Perceptive Team - 03 December 2025
In the fast-paced world of business and technology, how we listen to customer feedback has changed dramatically over the last decade. From call centres and traditional Voice of Customer surveys to social listening and online intercepts, modern...
Perceptive Team - 26 November 2025
Since large language models (LLMs) exploded onto the scene in 2022, we’ve seen a steady shift in how consumers are researching brands and products online. According to a report from Yext, nearly two-thirds (62%) of consumers trust AI to guide brand...
Perceptive Team - 26 November 2025
Does your Voice of Customer (VOC) programme use Net Promoter Score as its one and only metric? Chances are you’re missing out on valuable insights that could be helping your business. The problem with Net Promoter Score (NPS) We’ll caveat this to...