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 series, I’m delighted to welcome guest blogger Annette Franz to share 10 more tips. As I mentioned before, Annette has many years of client-side experience in getting Voice of the Customer (VoC) programs to work. As is the case for Customer Insight leaders, most of.. Read More
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 by completing analysis or implementing metrics that look useful but are misleading. In the field of CX especially, you need to be careful what you measure. So, on this topic I am delighted to welcome back guest blogger Gerry Brown. He has extensive hands on.. Read More
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 & Next Best Action rules/models, or are coming to this topic afresh as an analyst, the demand for a direction is growing. Businesses & leaders need to make the right decision & take action, not just focus on the past. For that reason, to kick of.. Read More