Moments of truth, or the handful of points that decide everything
A few years ago I sat in a meeting where marketing proudly presented how they'd improved "overall satisfaction with the customer journey" by three percentage points. It looked [...]
Open-ended questions aren’t an add-on, but a skill.
Try picturing two versions of the same customer. In the first scenario, they give you 6 out of 10 on a satisfaction survey. In the second, they give [...]
Kristýna Komsa: CX has to be in a company’s DNA, not just in a presentation for management
Kristýna Komsa is currently on maternity leave, but before starting this new chapter in her life she worked as a Manager at Prague Airport, where she was responsible [...]
GDPR and feedback collection where CX teams most often go wrong
Most CX managers will tell you GDPR is a legal department problem, something that only matters when you're sending a newsletter or setting cookies on a website. The [...]
Your CX team can’t save the customer. The rest of the company can.
I know this situation well. The CX team is poring over survey results, NPS has dropped for the second quarter running, and when you go to discuss it [...]
When a Metric Becomes a Target
There's a paradox that does more damage to customer experience than bad data or tight budgets. It's called Goodhart's Law. British economist Charles Goodhart formulated it in 1975 [...]
Jiří Landovský: Candidate isn’t a number in a queue. They’re a customer.
Jiří Landovský has London and Israel on his CV, started out in data automation and systems engineering, but these days his work is all about people. For over [...]
