Conducting analyses in a changing science landscape

This week’s blog post was written by Cassie Johnson, Vice President of Customer Success and Services at Luminoso. My colleague Dmitry Grenader recently wrote an article about AI and machine learning and our relationship with it.  Specifically, he ended his post exhorting his readers to: Work with the machine. Seriously, tell your colleagues to treat it … Read more

Whoever said surveys are dead is dead wrong

This post was written by Cassie Johnson, VP of Customer Success and Services at Luminoso, and was first published by MarTech Advisor on October 3, 2016. The original article can be accessed here. In a world where customers share their feedback with businesses in a myriad of different ways – through social media, online chat, and … Read more

7 steps for taking action on your customer insights

Note: This article was first published by Quirk’s Media on September 22, 2016.  We’ve all heard the customer experience motto: customer-centric companies that listen to their customers and act on that feedback are more successful and competitive than those that don’t. Makes sense… and sounds easy enough. What could be more straightforward than simply listening to your … Read more

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