Rethinking Customer-Centric Transformations

May 14, 2018
Posted by: Lior Arussy
In the past 16 years, I have been involved in over 200 customer-centric transformations with organizations around the globe. Like me, you might think that becoming customer centric is common sense, that it should not be so difficult. You may also think that it does not require a full-fledged transformation because, after all, we are all customers, and if we ...
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Retail: Time to Blaze a New Trail

September 6, 2017
Posted by: Jeff Reynolds
To borrow from Clayton Christiansen, I had a “job to be done.” I’m soon heading out on an outdoor trip in the mountains where there ...
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Go the Extra Mile with Good CX

August 7, 2017
Posted by: Joan Cassidy
A few weeks ago, I spent almost two hours waiting in line to pick up a rental car at Boston Logan. Two hours is a ...
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CX Day is October 5th… so what?

October 5, 2016
Posted by: Tristina Keith
To say that technology has disrupted the practice of customer experience (CX) management is an understatement. The advent of real-time software revolutionizes the way companies ...
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The Media Merger that Wasn’t

February 29, 2016
Posted by: Peggy Einnehmer
I’ve learned a lot from savvy media consumers as a result of attending many focus groups over the years. (I’ve also eaten a lot of ...
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I Know It When I Feel It: Multisensory Survey Design

November 19, 2015
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Posted by: Hilary DeCamp
I recently read an article in the New Yorker titled, “Accounting for Taste,” which details the research of Charles Spence, a professor of experimental psychology. ...
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VR for MR: A Case Study

June 5, 2015
Posted by: Jason Brooks
We’re just wrapping up the fielding portion of a groundbreaking, multi-market new customer experience test for H&R Block using Virtual Reality, aka, VR. Coming on ...
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No Crystal Ball: Consumer Predictions in Surveys

April 8, 2015
Posted by: Collette Eccleston, PhD
In our surveys, we often ask respondents to predict the future. We don’t ask them to gaze into their crystal ball, but we ask them ...
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Don’t Be Fooled – Overcome Memory Limitations in Survey Response

April 1, 2015
Posted by: Collette Eccleston, PhD
On April Fools’ Day, you expect some pranks from your friends. You even expect a few jokes from your favorite brands. But you don’t expect ...
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Segmentation: Beyond Demographics

March 8, 2015
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Posted by: Jennifer Valenzuela
Last week, The New York Times published an article about Fidelity Investments’ decision to customize their customer service approach based on the gender of the ...
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