November 30, 2016 |

Satisfaction matters: What great customer experience strategies get right.

Customer satisfaction does matter, but it can be difficult to manage and assess. You can’t rely on idioms and common sense, you’ll need to adopt a method for measuring that satisfaction. And to measure it the right way, you need a methodology rooted in rigor and science. What does this mean? Simply put, satisfaction measured the right way should include a CX strategy that is: Read More

August 24, 2016 |

You have two ears and one mouth for a reason

I’ve seen the CX analytics industry grow up. We now live in an “and” world, not an “or” world. Years ago, one or two technologies might get you by. But things are so competitive now, customers rightly demand so much, the expectation is great CX everywhere. It is a fact of life for analytics pros to have behavioral and attitudinal and other observational technologies... Read More