2016 was a riveting year for those involved in Customer Experience (CX), with 86% percent of companies wanting to excel at customer experience but only 27% qualifying as good in Forrester’s 2015 CX Index. [...]
NPS is a modern phenomenon. It has transformed the world of customer satisfaction measurement and for good reason it is widely adopted. Nonetheless NPS has its frustrations and people are asking about [...]
Everyone’s talking about big data these days! True, there are gains that come from making sense from a seeming chaos of disconnected and rough data. But that seems to us to be like herding cats. We like [...]
Ever wondered why you get pummelled in surveys by a barrage of questions that somehow lack relevance? That’s because companies commissioning surveys are more interested in topics that are of interest [...]
Most business data are in streams – connected up over time for a specific customer or account. For example, consider...
2016 was a riveting year for those involved in Customer Experience (CX), with 86% percent of companies wanting to excel ...
One of the biggest complaints about customer feedback is that it isn’t actionable. Two simple considerations will se...