RESEARCH & ADVISORY
NEWS & KNOWLEDGE
April 18, 2019
'It’s difficult enough just to keep up with what’s going on in the fastchanging CX world. But read this book and you might be able to get a little bit ahead of your own compe...
October 25, 2018
Thanks to advances in technology, the customers are now in charge of the marketplace
September 20, 2018
In my book Good to Great CX, when I talk about NPS, I talk about ‘loyalty beyond reason’ or a score of 11 on a 10-point scale. This is the kind of loyalty that persuades peop...
July 18, 2018
There are two main schools of thought surrounding this question: (i) those who think ownership lies with Operations and (ii) those who think IT should be leading the charge....