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The InsightNarrator Blog
Customer intelligence, not customer data.
Practical guidance on analysing customer feedback, building VoC programmes that drive action, and navigating the intersection of AI and customer experience — with a European perspective on data sovereignty.
We write about what we build, what we learn from customer data, and the techniques that separate dashboards from decisions. Most VoC programmes drown in dashboards and die at “we looked at it.” This blog is about the analysis that turns verbatims into actions.
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Featured
Why NPS Is a Number and Your Verbatims Are the Story — And What to Do About It
Five techniques that turn an open-ended question into a prioritised roadmap.
Your NPS is +32. Now what? Most teams stop at the score. But the answers to “why did they rate us this way?” are in the verbatims — and almost nobody analyses them at depth. Here's how five analysis techniques transform NPS from a metric into an action plan.
Elena Moretti11 min read
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Latest articles
10 articles
Why NPS Is a Number and Your Verbatims Are the Story — And What to Do About It
Your NPS is +32. Now what? Most teams stop at the score. But the answers to “why did they rate us this way?” are in the verbatims — and almost nobody analyses them at depth. Here's how five analysis techniques transform NPS from a metric into an action plan.
Elena Moretti11 min read
The 43 Analysis Techniques Every CX Team Should Know
A field guide to the 43 analysis types in the InsightNarrator catalogue — and which ones your CX team actually needs first.
Elena Moretti12 min read
The Hidden Risk of US-Hosted CX Tools Under the CLOUD Act
Why your customer feedback platform might be creating a GDPR compliance gap you didn't know about.
Sofia Keller8 min read
Flat Sentiment Is Lying to You: Why Aspect-Level Analysis Changes Everything
The difference between “sentiment is +0.3” and “Support is -0.5 but Product is +0.7.”
Marc Dubois10 min read
Not All Complaints Are Equal: Prioritising by Risk, Not Volume
Why the 8 billing complaints matter more than the 200 shipping complaints.
Marc Dubois7 min read
What Is Governed AI — and Why CX Teams Need It
How knowledge packs, human-in-the-loop approval and confidence scoring make AI trustworthy enough for business decisions.
Sofia Keller9 min read
Your Competitors' Customers Are Talking. Are You Listening?
Using review data to benchmark your experience against the alternatives.
Elena Moretti8 min read
What Detractors Really Mean When They Say “Poor Support”
Classification analysis reveals that “detractor” isn't one thing — it's at least six different things.
Elena Moretti6 min read
From Schrems II to the EU-US Data Framework: What's Changed for CX Teams
The state of EU-US data transfers in 2026, in practical terms.
Sofia Keller10 min read
Inside the 9-Agent Pipeline: How Multi-Agent Analysis Works
A technical deep dive into how Data → Domain → Sentiment → Themes → Trends → Segments → Risk → Synthesis → QA actually works.
Marc Dubois15 min read
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