The same store will not guarantee you the same purchase.
Imagine visiting two branches of the same retail chain on the same Tuesday afternoon. The same logo above the entrance. The same assortment. The same price tags. The [...]
How to link CX metrics with the company’s financial performance
In most companies today, it is not a problem to obtain NPS (Net Promoter Score), CSAT (Customer Satisfaction Score), or CES (Customer Effort Score). The problem arises one [...]
Ales Roucek: We are launching X Pulse! A new digital magazine about CX and EX
Interview with Ales Roucek, founder of InsightSofa and initiator of the X Pulse magazine. When InsightSofa was founded fourteen years ago, it was primarily a tool for measuring [...]
Where Optimization Ends and Manipulation Begins
Customer experience (CX) today stands on three pillars: data, behavioral science, and precise design. Companies understand heuristics, work with cognitive biases, and test interface variants in real time. [...]
Why humanity matters more than ever in the digital economy
Ten years ago, “digital first” was a strategy. Today it is a minimum without which a company practically does not exist. Automation, self-service, chatbots, or generative AI have [...]
Why Fewer Interactions Can Mean Better CX
Many organizations still confuse activity with value. More emails, more notifications, more surveys, more touchpoints. Customer journey maps keep expanding, driven by the intention to “stay close to [...]
How B2B Customer Expectations Are Changing
Just a few years ago, personalization in the B2B environment was perceived as a competitive advantage. Today, it is rather a baseline requirement. Addressing by name, knowledge of [...]
