Event Recap: Argyle CX New York

Last Tuesday, I was delighted to once again speak at an Argyle Customer Experience (CX) Leadership forum, this time at the Convene conference center just off of Times Square in New York City. Here were my three biggest takeaways from the event: My topic was “Maximizing the Customer Experience Through Data.”  Jeff Parkinson, the Sr … Read more

Can employee engagement improve customer loyalty?

A global telecom company discovered the connections between employee engagement and customer loyalty. Story The business analytics team at a large telecom company had been compiling and analyzing customer and employee feedback using traditional statistical methods. The problem was that these methods only worked well with quantitative data, and the team quickly realized that open-ended responses … Read more

Argyle Customer Experience Leadership Forum

On Thursday, I had the privilege of speaking at the Argyle Customer Experience Leadership forum in Boston.  The cozy District Hall venue, nestled in Boston’s Seaport “Innovation” District, provided a comfortable space for Customer Experience (CX) practitioners to share insights and swap war stories. My panel tackled “Data’s Growing Role in Deepening Knowledge About Customer … Read more

Webinar: Analyzing Customer Feedback in Minutes, Not Months

In case you missed our live webinar with Amazon and LQA last week, you’re in luck. The on-demand version of, Analyze customer feedback in minutes, not months, is now live for your viewing pleasure. Before you dive right in and hit that play button, here’s what you can expect. If you’re buried under an avalanche of customer feedback, … Read more

How retailers are using AI to listen to customers

In the world of retail, the customer is indeed king. Retailers strive to minimize returns by selecting the right (quality) products for each and every aisle, all while managing social media fury and customer preferences across every channel imaginable. So, how are the best of the best keeping up with the onslaught of feedback coming … Read more