Customer Experience measurement: why it is vitally important but badly done
When it comes to the profession that Customer Experience has now become, one of the most important and significant competencies required by all organisations is…
Tag: VOC
Habituation and the risk to customer experience
I watched a really interesting TED talk by Tony Fadell, originator of the iPod, the other day. In it he was talking about a process called…
The future of VOC measurement: Don’t let organisations do it themselves!
When it comes to the subject of Customer Experience (CX), everyone has an opinion. Differing opinions are not a bad thing – it is incredibly…