December 4, 2013 |

The Challenges of the Omnichannel Landscape

Today’s consumers are multichannel, multi-device users and they are going to interact with companies at every engagement point without a second thought. So, without even consciously deciding to, they are... Read More

November 12, 2013 |

The Challenge of Behavioral Metrics

When dealing with customer experience, there are many pieces of behavioral data that can be captured. Each one provides some value by helping us understand what the customer has done... Read More

October 24, 2013 |

Marketing-Driven Customer Acquisition

Along with retaining loyal customers, acquiring new customers is an important revenue driver. One of the ways is through word-of-mouth – acquiring new customers who are brought to your organization... Read More

August 15, 2013 |

What Makes a Good Customer Experience Metric?

What Makes a Good Customer Experience Metric? We’re asked this question a lot. And while we have written other posts related to the topic, we feel it’s necessary to revisit... Read More

July 10, 2013 |

Let’s Get Digical, Digical

No. As much as I’d like it to be, this blog post is not promoting a Weird Al Yankovic parody of nor paying homage to Olivia Newton-John’s popular 80s Spandex... Read More

July 2, 2013 |

Common Measurement Mistakes: Volume 4

Alas, the final volume of our “Common Measurement Mistakes” series – where we examine common mistakes people make when measuring the the customer experience – is here. This is a... Read More