10 CX Analytics Tools for 2026
Customer experience analytics tools: the top platforms for 2026 to uncover pain points and understand what drives satisfaction.
Published · Updated · Sam Jones
Customer Experiencethoughts and learnings
Posts by Sam Jones
Freelance guest writer. Sam is a freelance guest writer obsessed with customer support: how teams run queues, measure CSAT, and fix the weird issues the docs never cover.
CSAT Survey Template: Drive Customer Satisfaction Success
CSAT survey templates for Intercom: when native ratings are enough, when to send a custom survey, and copy-paste questions.
Published · Updated · Sam Jones
Feedback & SurveysCustomer Service Dashboard Examples: Boost Support Efficiency
Customer service dashboard examples: how to track resolution time, CSAT, and agent performance with dashboards that drive decisions.
Published · Updated · Sam Jones
Tools & IntegrationsHow to structure help center for self-service success
Structure an Intercom help center around customer jobs: collections, article titles, and a weekly loop from DSAT and reopens into the docs.
Published · Updated · Sam Jones
Tools & Integrations9 Best Help Center Examples to Boost Support
Help center examples: 9 of the best, and what makes each work, to inspire self-service that deflects tickets and delights customers.
CSAT vs DSAT: What's the Difference? Definitions, Formulas and Benchmarks
CSAT counts positive ratings and DSAT counts negative ones. Learn both formulas, why they do not total 100%, and how to turn DSAT into action.
Published · Updated · Sam Jones
FoundationsBuilding Customer Rapport: A Step-by-Step Guide to Creating Lasting Relationships That Drive Growth
Building customer rapport: a step-by-step guide to creating lasting customer relationships that drive revenue and growth.
How to Improve Customer Satisfaction: A Complete Guide to Happier Customers
How to improve customer satisfaction: a complete guide to happier customers who drive repeat purchases, referrals, and loyalty.
Customer Service Best Practices That Work
The practices that actually change service quality, speed without sloppiness, consistency across channels, real personalisation, and recovery when it fails.
Published · Updated · Sam Jones
Team & LeadershipCustomer Service Coaching: The Complete Guide to Building High-Performing Support Teams
Customer service coaching: the complete guide to building high-performing support teams through deliberate skills development.
How to Measure Customer Satisfaction: A Complete Guide That Actually Works
How to measure customer satisfaction: a complete guide that goes beyond basic surveys to capture what customers really think.
How to Apologize to Customers: The Complete Guide for Building Trust Through Service Recovery
How to apologize after a missed Intercom conversation: a five-part recovery structure, reply examples, and how to route DSAT in time.
Published · Updated · Sam Jones
Team & LeadershipWhat Makes a Good Customer Experience? A Practical Guide to Delighting Modern Customers
What makes a good customer experience? Close the gap between what brands think they deliver and what customers actually feel, with practical steps.
How to Improve Customer Service: Expert Strategies That Drive Growth
How to improve customer service: expert strategies for building a data-driven foundation and driving growth through better support.
The Ultimate Guide to Customer Service Training Programs: Game-Changing Strategies That Drive Growth
Customer service training programs directly affect retention and revenue. Learn how to design, run, and measure a program that pays off.
The Ultimate Customer Retention Playbook: Proven Strategies for Growth-Focused Leaders
Customer retention is cheaper than acquisition. A playbook of proven strategies to keep customers, reduce churn, and grow revenue.
CSAT vs. NPS: Which Customer Satisfaction Metric Is Right for You?
CSAT measures one interaction; NPS measures willingness to recommend. When to use each, how they differ, and why Intercom teams shouldn't swap them.
Published · Updated · Sam Jones
Metrics & MeasurementUnder two minutes to live, no IT ticket required.
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