Join up your listening to your customers (VoC) and listening to your employees (VoE) programmes, to really drive Trust argues Peter Lavers.
Analytics & Customer Insight leaders can learn from their peers. Annette Franz shares on why & how CX leaders develop a compelling CX vision.
Do you have to cancel planned Customer Journey Mapping workshops due to lockdown? Can you run such a workshop online? Annette Franz shows us how.
Are you preparing for a digital human customer in your business? CX expert, Peter Lavers, shares research from SAS on how CX needs to adapt to digitisation.
Annette Franz shares 19 signs that your customers are not that into you. What can you learn from these 19 tell tale signs of a flawed relationship?
Bringing to life your blue sky ambitions to make them an operational reality, guest blogger Gerry Brown shares how to bridge what is too often a chasm in CX
“You can lead a horse to insights but you can’t make it execute”. Guest blogger, Annette Franz, shares tips for progress on vital need to execute on insight
Why accountability is needed to avoid nobody acting on Customer Insight. Guest blogger, Ian Golding shares a story for CX leaders that also applies to us.
Continuing our series to help improve your Voc program, here are 10 more mistakes to avoid. After the popularity of her first post in this […]
How is your VoC program performing? Guest blogger, Annette Franz, shares 10 all too common Voice of Customer program mistakes & how to avoid them.
Building on this month’s focus, the reality of applying analytics in businesses, let’s tackle the issue of the wrong statistics. False comfort can be achieved […]
Returning to the theme of applications of analytics, I’m delighted to shift our focus to prescriptive analytics. Whether you recall the heydays of CRM & […]