Analysis and Insights
for CX Leaders

Getting answers and acting quickly on customer, employee, brand, and product experiences Remember when building a website was time consuming? I’ve worked around developers, designers, and scientists for a long time. And I’ve watched that process hundreds of times — a creative concept is submitted, then a talented team translates the designed lines and colors […]

Details, details, details. Creating surveys that yield actionable insights is about details. And writing effective survey questions is the first step. We see common mistakes that keep survey questions from being effective all the time. These problems span various survey question types from rating scale questions to open-ended to multiple choice. Here are the 7 […]

When it comes to world-class customer experience (CX), Walt Disney World is at the top of the list. Disney delights its customers young and old, from the moment they purchase their tickets to the moment they exit the park. Disney puts value on the lifetime customer relationship and as a result has a 70 percent […]

If you’re reading this, you no doubt know the value of providing good experiences for the customers and employees of your company alike. You’re likely also aware that while the Venn diagram of what creates a good experience for both employees and customers isn’t completely a circle, there are several common points. From the essential […]

Something huge just happened in British retail. John Lewis aired a new TV ad… in September. That’s right, the retail giant that normally reserves its TV advertising to Christmas has an announcement so big they decided to break with years of tradition to tell the British public through a somewhat unique rendition of Queen’s Bohemian […]

When companies devote more effort to improving the experiences had by customers and employees, the results speak for themselves. 84% of organizations that prioritize CX report an increase in revenue. As EX is the key to employee engagement, companies with high engagement report bringing in 2.5x more revenue than companies with low engagement. The more […]