INSIGHTS Customer Experience is Not the Problem Insights Teams Need to Address INSIGHTS Customer Experience is Not the ProblemInsights Teams Need to Address Here is what sales leaders should be demanding from their insights teams How do we create a step change in CX,...
INSIGHTS Assessing CX Using Multiple Data Sources BRIEF Assessing CX Using MultipleData Sources New approaches to CX analytics in the world of expanding data and analytics. As business leaders, employees and customers, we sense accelerating change everywhere. How can...
INSIGHTS You Want to Justify a CX Investment? Forget the Scorecards INSIGHTS You Want to Justify a CX investment? Forget the Scorecards Your CEO and leadership team don’t decide based on numbers Heidi’s story is not just for children. Heidi is close to the end of what...
INSIGHTS Three Serious Mistakes in CX Program Design BRIEF Three Serious Mistakes inCX Program Design Three big blunders which ensure that failure is your fate. Otto hears that NPS is a hot topic in the industry. He is VP of Support Operations at a Silicon Valley B2B...
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