Brands don’t need more feedback or survey data to better understand their...
Today’s interview is with Nate Sanders, the co-founder and CEO of Artifact, the customer experience forecasting company. Nate joins me today to talk about the recent […] The post Brands don’t need more...
View ArticleObituary: The Survey (1920s – 2023)
This obituary was written by Nate Sanders, the co-founder and CEO of Artifact, the customer experience forecasting company. The Survey, a long beloved method of gathering […] The post Obituary: The...
View ArticleThe value of putting heart into your customer and employee listening
Recently I came across a quote from Donella “Dana” Meadows, an American environmental scientist, educator, and writer and author of the books The Limits to Growth […] The post The value of putting...
View Article7 Best practices for designing a customer survey
This is a guest post by Yaryna Myrka, Content Marketing Assistant and Author at Rioks. When it comes to launching a new product or leveraging the […] The post 7 Best practices for designing a customer...
View ArticleAre your surveys aligned to your customer’s journey?
Recently I took a flight from London to the U.S. for work. Before getting to the airport, I made sure I had checked in online and […] The post Are your surveys aligned to your customer’s journey? first...
View ArticleWhat a BBC Radio sports programme taught me about customer surveys
Recently on my own blog I wrote a piece called: Is 2% OK with you? Five ways to dramatically improve your customer feedback survey response rates. […] The post What a BBC Radio sports programme taught...
View ArticleIs 2% OK with you? Five ways to dramatically improve your customer feedback...
Asking customers for feedback is an essential part of the improvement process for any business and, I’m pleased to say that, many companies now do ask […] The post Is 2% OK with you? Five ways to...
View ArticleSome people say that customer surveys are dead, they’re wrong and here’s why
I recently saw the headline of an article on MyCustomer.com called: The Deadzone: Why customer surveys are dead. Having a keen interest in customer service and […] The post Some people say that...
View ArticleMapping Surveys to the Customer Journey
Avoiding the trap of surveying too early, too late, or too many things at the same time. Many companies diligently survey their customers and work hard […] The post Mapping Surveys to the Customer...
View ArticleCustomer Feedback: Could we improve response rates by adding a question?
Barclays have been in the news a lot lately but this post is not about their transgressions. What it is about is an online customer feedback […] The post Customer Feedback: Could we improve response...
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Five blind spots that get in the way of customer understanding and growth –...
Today’s interview is with Toni Keskinen, who is the Co-Founder, Chief Product Officer & Chairman at 180ops, a revenue intelligence platform built on account-based customer data […] The post Five...
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Is the Law of the Instrument hindering enterprise AI investments?
Two recent studies found that many enterprises are currently experiencing mixed results with their AI initiatives and investments. For example, Accenture examined over 2,000 generative AI projects and...
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SRM and why it matters to growth and customer experience – Interview with...
Today’s interview is with Ryan Hamilton, an Associate Professor of Marketing at Emory University’s Goizueta Business School, an author and the co-host of The Intuitive Customer […] The post SRM and...
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Accelerating legacy transformation with Pega’s Blueprint solution
Late last year, while attending an Applied Strategic Foresight course at the Copenhagen Institute for Future Studies (CIFS), I learned about a model called the Futures Triangle. […] The post...
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Employee understanding and cracking the code of a better employee experience...
Today’s interview is with Annette Franz, an author, speaker and founder and CEO of CX Journey Inc. She is also an old friend of the podcast […] The post Employee understanding and cracking the code of...
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From one-shot answers to continuous outcomes: Why CX leaders need...
This is a guest post by Indresh Satyanarayana, VP Product & Technology Labs, Aquant The paradox of GenAI in service Generative AI has swept through […] The post From one-shot answers to...
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Without context, an insight is worth nothing – Interview with Jochem van der...
Today’s interview is with Jochem van der Veer, the Co-Founder and CEO of TheyDo, a leading platform for journey management that helps organisations build seamless customer […] The post Without...
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REDUX: What would happen if contact centre agents salaries were doubled?
Recently, I came across Marc Bernstein’s podcast conversation with Sam Wilson, CEO of 8X8, about reimagining the contact centre. In their conversation, Sam cited some US […] The post REDUX: What would...
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Voice still reigns in customer service – Interview with Nikola Mrkšić of PolyAI
Today’s interview is with Nikola Mrkšić, Co-founder & CEO of PolyAI, a leading supplier of Conversational AI for automated customer service. We talk about some recent […] The post Voice still...
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How a healthcare insurer got automation right by putting its clients first
Recently, Adrian Murray and Brent Baiotto, Fisent’s Founder & CEO and COO, respectively, told me a story about a healthcare insurance company they are working with […] The post How a healthcare...
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