INSIGHTS Calculating the Value of Improving CX in a Product Business BRIEF Calculating the Value of ImprovingCX in a Product Business This is an essential step in justifying CX improvement projects You’re tearing your hair out. It should be screamingly obvious to...
INSIGHTS As the Saying Goes, There Are Lies, Damn Lies, and CX Data INSIGHTS As the Saying Goes, There Are Lies,Damn Lies, and CX Data Persuasion and the presentation of CX data “Hard to port, hard to port now!” Neutral does not exist. Context, also called ‘framing’,...
INSIGHTS B2B CX Measurement Differs Radically from B2C BRIEF B2B Customer Experiencemeasurement differs radically from B2C Most of what you know about B2C CX must be done differently for B2B. We are all familiar with the survey requests we consumers receive by email,...
INSIGHTS Are you prepared to gamble on your company’s CX well-being? INSIGHTS Are you prepared to gamble on your company’s CX well-being? How to evaluate the current health of your company’s customer experience efforts When was the last time your company had a...
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