INSIGHTS Stop NPS Surveying, for Now? JOURNAL Stop NPS Surveying, for Now? Is this really the right time to be asking the ultimate question? A tin-eared email offers a clue. I was struck this morning by an email I received from Southwest Airlines, advising me that...
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 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...
INSIGHTS Engaging Employees in CX Transformation INSIGHTS Engaging Employees in CX Transformation Use these three dimensions to involve the entire organization in CX success Most organizations have a team responsible for their CX program, ranging from a ‘team of one’...
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