There are many ways to structure and measure customer experience—from creating the right customer experience at the outset through leveraging a sound customer experience strategy to create competitive differentiation. One size never fits all.  With the proliferation of online media, we are seeing an increased integration of social media strategies into customer experience programs.  This

Technology is in a constant state of flux. It is continually reshaping our professional world. It is changing the way we interact. It is shaping the way we think about our customer. It is enabling us to process data at a pace that was not possible as recently as five years ago. These changes—coupled with

Recently, I was working with a large customer in the communications, media and entertainment (CME) space to evaluate their customer experience strategy from the outside-in.  On the surface, they had many of the classic ‘symptoms’:  their Net Promoter Score (NPS) was on a downward spiral – falling 40% over a three year span; their customer

I often get the question, “…I have all of this data but I have no idea how to leverage it into something meaningful around my customer experience.”  My response, “join the club.”  Whether you are a retailer, a product manufacturer or a content provider, chances are you have a lot of data doing a lot