Imagine you're on an exciting team at a bank, and your goal is to make sure that every time someone interacts with your bank, they walk away feeling positive. It's a bit like being a superhero for customer experience. But, there's a twist - it's not just about making customers happy; It's about...
Event Description: In this session, Leslie Pagel , Chief Evangelist at Authenticx, will discuss the most valuable, renewable source of customer insight and how data-backed storytelling leads to speed-to-action. Listening directly to unsolicited customer voices reveals both points of...
As an Insight Manager, navigating the sea of data requests can sometimes feel like venturing into an alternate universe where peculiarity reigns supreme. From the color preferences of customers shaping office decor decisions to breakfast choices influencing buying behavior, and even our furry...
I recently wrote an—unintended to be, but maybe could be construed as, snarky— article about not doing VoC anymore. The upshot was that, anything you put into your VoC program is wasted time, money, and effort if you’re not doing stuff with the insights you get out of it. You may say...
I’ve been toying with an idea recently: Tell my clients to simply stop doing VoC. Yes, I realize that sounds kind of controversial. But as opposed to my usual way of doing things, that’s not why I suggest this. In fact, I’m only (partly) sort of kidding anyway. But here’s my reasoning...
This article is an upcoming part of How to Focus on the Most Profitable Segment for Maximum Growth Potential: Step-by-Step Guide Imagine a sunny day at the beach, where a skilled surfers stand on the shore, gazing out at the vast ocean. With a determined look in their eyes,...
This article is an upcoming part of The Art of Staying Focused on the Right CX Strategy to Reach Success Developing a business case for a Customer Experience Strategy is like riding a surfboard on the ocean. Just like a pro surfer anticipates the next wave and adjusts their...
Lights, camera, action! Just like the movie director uses the three-act structure to captivate audiences and create an unforgettable experience, business can use this same approach to deliver powerful presentations that will engage their audience. It's like watching a great screenplay unfold...
In the world of business-to-business (B2B) CX, understanding the differences between B2B and business-to-consumer (B2C) interactions is crucial. Recently, Bain & Company’s Rob Markey joined Martha Brooke, CCXP, and other members of CXPA’s B2B CX community for a discussion around the unique...
Anybody who’s read much of what I have to say about Customer insights and Voice of the Customer (VoC) knows I’m quite critical of legacy KPIs like CSAT and NPS. Part of that, naturally, is my inherent wiseass contrarian nature, sure. That said, if I didn’t really believe that there’s a better...
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