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The New Science of Customer Agility

Step into the future with predictive CX analytics.

Your surest path to lasting business growth? Getting a handle on customer risk before it’s too late. Explore the links between operational data, customer perceptions, and team alignment.

Webinar Replays

Book Review Discussion: Winning on Purpose

Fred Reichheld is dreaming an impossible dream. Listen to a discussion of his book.

Predicting Recurring Revenue with Operational CX Data

Continuous insights that take you from data points to financial outcomes.

A Framework for Designing Customer KPIs

NPS is not enough. You need a comprehensive approach.

Breakthrough Approaches to Managing Customer Risk

Replay our executive briefing on machine learning and predictive CX analytics.

How Covid-19 Affects CX

The Untapped Power of Operational Data in CX

Replay our executive briefing on using AI to unlock continuous customer insights from your data.

The New Science of Customer Agility

Replay our executive briefing on how forward-looking companies align around customers.

Report Downloads

Book Review: Winning on Purpose

In his latest book, Fred Reichheld is dreaming an impossible dream. Download our review.

A New Framework for Designing Customer KPIs

Effective metrics support customer-driven growth. Download our report.

The New Science of Customer Agility

Download our report on how advances predictive analytics help teams align.

 Breakthrough Approaches to Managing Customer Risk

Predictive CX analytics reduce customer retention risk. Download our report.

 The Untapped Power of Operational Data in CX

A radical rethinking of making insights actionable. Download our report.

The New NPS Manifesto

Old thinking about NPS fails to deliver results. Upgrade to predictive CX analytics.

In the News

The Rise of CLV in Retail Businesses

Richard Owen discussed the rising role of customer lifetime value in retail on a Webinar presented by Quantum Metric. Watch to see how predictive CX analytics apply in the ever-more-complex retail environment.

Thinking Differently About Customers

Learn about trends in prediction, the importance of net revenue retention, and smart thinking about what NPS should mean. Listen to Ricard Owen interviewed on The Scale Up Show, a podcast focused on innovative companies.

Closing the Great B2B Experience Gap

94% of B2B buyers encounter “significant” customer experience problems. So what can B2B companies do about it? Richard Owen joined panel on a webinar presented by Cerillion to discuss this challenge from the perspective of communication service providers.

NPS Is Dead!

Watch a talk by founder Richard Owen at The Customer Catalyst Conference 2020, making the case for tossing out NPS. It’s sensible to update our customer listening to take advantage of improved technologies and data science.

Slow Progress on CX Measurement

Founder Richard Owen appeared on the Bootcast podcast with hosts Vivel Bhaskaran and Romi Mahajan. He talked frankly about the sobering lack of progress businesses have made since CX measurement went mainstream almost two decades ago.

SaaS as a Predominant Model for Business

Founder Richard Owen appeared on the Gain Grow Retain podcast with hosts Jeff Breunsback and Jay Nathan. Hear what the customer success function reveals about companies’ incomplete understanding of the economics of CX.

A Manageable Flow of Customer Insights

Is your CX data a flood, a dribble, or a just-right flow of insight? Claire Sporton, our head of consulting and customer success, reflects on the importance of a manageable flow of CX insights in her article for MyCustomer.com.

Evolving CX Metrics in the Feedback Economy

Founder Richard Owen joins Reputation.com CEO Joe Fuca for a podcast episode in the Fast Break CEO series. They talked about NPS, the feedback economy, and the need to transform CX analytics.

A Catalyst for CX Evolution

Founder Richard Owen appeared on the Value Builders podcast (formerly Revenue Revolutionaries) Shared Success Series, interviewed by Dave Duke, to discuss how CX has evolved into predictions. Is CX really all about segmenting customers?

It’s OK to Blame Customers for Tanking Surveys

So writes Claire Sporton, our head of consulting and customer success, in this article for MyCustomer.com. Customer preference and behavior are a problem for CX, but they might offer an unexpected solution, too.

Making Sense of Customer Exhaust

Claire Sporton, our head of consulting and customer success, appeared on the Rise of the Customer Podcast to talk about how AI transforms “customer exhaust,” the challenge of empowering the front line, and whether surveys still matter.

Lessons from 20 Years of CX Data

Founder Richard Owen talked about lessons learned from 20 years of CX data at the Global Frontline Experience Summit. Explore how predictive CX analytics will transform frontline customer experience work.

Getting Past CX Roadblocks

Founder Richard Owen joined the Talkin’ CRM podcast, revealing some of the fundamental challenges with traditional NPS approaches and discussing the role of operational data in getting past those roadblocks with hosts Megan Heuer and Colin Brogan.

NPS Is Dead!

Watch a talk by founder Richard Owen at The Customer Catalyst Conference 2020, making the case for tossing out NPS. It’s sensible to update our customer listening to take advantage of improved technologies and data science.

Lessons from 20 Years of CX Data

Founder Richard Owen talked about lessons learned from 20 years of CX data at the Global Frontline Experience Summit. Explore how predictive CX analytics will transform frontline customer experience work.

Lessons from 20 Years of CX Data

Founder Richard Owen talked about lessons learned from 20 years of CX data at the Global Frontline Experience Summit. Explore how predictive CX analytics will transform frontline customer experience work.

Evolving CX Metrics in the Feedback Economy

Founder Richard Owen joins Reputation.com CEO Joe Fuca for a podcast episode in the Fast Break CEO series. They talked about NPS, the feedback economy, and the need to transform CX analytics.

What Teenagers Teach Us About Customers

Can teenagers help us understand customers? Yes they can, writes Claire Sporton, our head of consulting and customer success, in this article for MyCustomer.com. Hint: behavior is a common thread, so sharpen your observational skills.

Conga at The Customer Catalyst Conference

What does it look like to start a CX revolution? Watch our customer Conga talk about leapfrogging traditional surveys to go straight to predictive CX analytics, at The Customer Catalyst Conference 2021.

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