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Why customer surveys are dying a death…

Can AI and data analytics really replace first-hand customer feedback?

The NPS Dilemma: Is It Time to Quit the Addiction?

Introduction: In the world of business metrics, the Net Promoter Score (NPS) has long been a popular choice for measuring customer...

The Irreplaceable Value of Face-to-Face Customer Interviews in B2B: Why AI Falls Short

The reasons why AI falls short in this specific context, highlighting why face-to-face customer interactions remain essential

Can technology alone develop relationships?

Having worked for a company whose brand was based on cutting-edge technology it is sometimes a useful exercise to stop and remind...

No business is too small to think about Customer Experience

If you talk to the owner of the corner store or a small family-owned store or business and you mention Customer Experience, you may well...

What is customer experience (CX) exactly?

We talk about Customer Experience often but many of us understand the term differently. Some may think it just covers asking our...

Do all your staff know how they affect customer outcomes?

One day we delivered a component for a piece of engine equipment that required testing on a testbed. During this test in the customer's...