Capturing the Whole Voice: CX in the age of IoT

Last week, I attended Xperience2015, a conference on the Internet of Things, put together by the nice folks at Xively (LogMeIn). It was a fascinating conference in many ways, and opened my eyes to the brave new world of connected devices, ever-increasing computing power and the potential super-aware future, where everything is linked to everything. … Read more

Use open-ended questions – or miss hearing your customers

Why do we love multiple-choice questions so much? There are a few reasons. What about open-ended questions? Why do we shun them like the Wizarding World of Harry Potter shuns squibs? The main reason is that the analysis is just too damn hard. Imagine some poor schmuck – sorry, I mean a Product Manager (like … Read more