Are You Actively Listening to Your Customers?
Your customers are talking—are you listening? Tap into real insights, uncover opportunities, and turn feedback into meaningful action.
Difficulty translating customer feedback into actionable insights, resulting in unsatisfied needs and suboptimal customer experiences
Empower your organization to harness voice of customer (VoC) feedback effectively, driving enhanced experiences that resonate with your audience and impact business KPIs
Experience a Different Kind of Consultancy
Your Experience with Us Matters
You’re the hero of this story. We’re here to offer our expertise, helping lay a foundation of sustained meaningful experiences for you and your customers. We also promise a bit of fun along the way.
Impact Is Our Measure of Success
Your demonstrated success is rooted in our “Make Your Mark” purpose. The impact realized must be measurable, meaningful, unlock value, and set the stage for a brighter future. This is non-negotiable.
Partnerships Are Forged
You need a partner that’s ready to carry the load and is accountable along every step of the journey. We wouldn’t have it any other way.
Expertise, Trust, and Tenacity Work in Concert
You expect expertise. Trust and tenacity are harder to come by these days. Fortunately, we’ve been giving clients all three and unabashedly doing the hard things and getting our hands dirty since 1999.
We Evolve Together, Creating Real Progress
Your victories inspire us. As you elevate customer experiences, we celebrate with you, keeping a keen eye on the next innovation, the next opportunity to grow. We’re with you every step of the way.
Voice of Customer Expertise & Impact
Our VoC expertise helps you turn customer feedback into action—translating sentiment, behaviors, and insights into smarter decisions, stronger relationships, and measurable business impact.
Actionable VoC Insights for Continuous Improvement
Expertise: Designing customer feedback programs that capture unbiased, meaningful data—turning insights into action.
Impact: Improve satisfaction and retention by understanding what matters most to customers and using it to drive loyalty and smarter decisions.
Voice of Customer Metrics Strategy
Expertise: Mapping KPIs to Moments That Matter, aligning VoC with behavioral and operational data for a holistic measurement framework.
Impact: Establish clear baselines and continuous improvement targets that fuel CX growth and business success.
Voice of Customer Program Maturity Framework
Expertise: Defining program maturity stages—foundational to optimized—to help organizations assess, evolve, and future-proof Voice of Customer initiatives.
Impact: Build a scalable, best-in-class Voice of Customer program that keeps pace with customer expectations and industry standards.
VoC Data Collection & Analysis Strategy
Expertise: Implementing omnichannel feedback mechanisms and integrating Voice of Customer with behavioral and operational data for deeper insights.
Impact: Gain a 360-degree view of customer needs, translating raw feedback into meaningful experience improvements.
Integration & Synthesis with Digital Strategies
Expertise: Combining Voice of Customer insights with digital analytics to create a complete picture of customer sentiment and behavior.
Impact: Turn qualitative data into measurable metrics and quantitative results into compelling customer narratives that drive action.
Customer Feedback Loop Optimization
Expertise: Building closed-loop feedback systems that capture, analyze, and act on customer insights in real-time.
Impact: Strengthen trust and loyalty by making tangible experience improvements driven by direct customer input.
Customer Journey Mapping with Voice of Customer Insights
Expertise: Infusing VoC data into journey mapping to pinpoint friction points and optimize key interactions.
Impact: Strengthen customer experiences by targeting high-impact moments that drive satisfaction and retention.
Sentiment Analysis & Emotional Intelligence
Expertise: Using AI-powered tools to measure customer sentiment and uncover the emotional drivers behind feedback.
Impact: Pinpoint moments of delight and friction, using emotional intelligence to refine customer interactions and build trust.
Voice of Customer Program Development & Management
Expertise: Establishing scalable, long-term VoC programs through tool selection, governance, and continuous feedback integration.
Impact: Foster a customer-centric culture where insights fuel ongoing improvements and sustained business growth.
Employee Engagement with Voice of Customer
Expertise: Training teams to understand and act on VoC insights, embedding a customer-first mindset at every level.
Impact: Empower employees to deliver better experiences, ensuring VoC insights lead to real change.
Cross-Functional Collaboration
Expertise: Aligning Voice of Customer insights across departments—marketing, operations, and product—for a unified experience strategy.
Impact: Eliminate silos and ensure a seamless customer journey by integrating feedback into every touchpoint.
Creating Positive Outcomes that Matter
+16%
Life in Revenue Per Visitor
+55%
Improvement in Customer Sentiment
+13%
Increase in Checkout Flow
WHAT CLIENTS EXPERIENCE
Muhammad Ali
VP, Analytics & Engineering
Auto Industry
Appliance Retailer Closes the Empathy Gap and Increases Order Rate 16%
A large appliance retailer partnered with BlastX to improve their digital experience and better align it with customer expectations, resulting in a 55% decrease in friction on the product listing page and a 73% increase in pricing clarity.
How We Do It
Strategic and Technical Support
Provide strategic and technical support so you can evolve your Voice of Customer (VOC) program to exceed industry benchmarks.
Customer-Centric Culture and Key Business Objectives
Help you create a customer-centric culture with strong advocacy, and establish key business objectives to measure the effectiveness of your Voice of Customer program.
Increase Engagement Across the Customer Journey
Identify opportunities to increase engagement with customers across their journey.
Close the Empathy Gap
Close the empathy gap with your customers for a win-win solution that improves both your customer experience and your business performance.
Helping Clients Evolve
Experience the power of BlastX
We’re ready to build full-scale Voice of Customer programs, or you can experience our impact through a focused audit, workshop, or strategic advisory to capture meaningful feedback, uncover insights, and turn customer sentiment into action.
BlastX has deep ties with Qualtrics for Voice of Customer (VoC) efforts as well as extensive experience integrating VoC data into other marketing and analytics technologies
Voice of Customer (VoC) Consultant Spotlight
Kristi Olson
Kristi Olson is a seasoned CX and UX Research consultant with over two decades of experience in digital customer experience, Voice of Customer (VoC), and digital analytics. She specializes in designing and delivering enterprise programs that blend qualitative insights with quantitative data—turning research into real impact. As a trusted consultant, she not only drives measurable results but also mentors teams, helping them evolve beyond pure analytics to a deeper understanding of customer behavior.
Kristi is a Qualtrics XM-certified professional and holds eight additional certifications across UX, process, and marketing technology disciplines.
Living in Colorado, Kristi is an outdoor enthusiast who finds energy and inspiration in nature. Whether hiking through the Rockies, spotting wildlife, or exploring new trails with her dog, Maverick, she brings the same curiosity and passion to both her work and her adventures.
Customer Experience Strategy Consulting Services
Develop a human-centered strategy that fosters meaningful connections with your customers, empowering your brand to thrive in a dynamic marketplace through a tailored actionable roadmap.
