Over the last few weeks, I’ve had the opportunity to attend and speak at two customer experience events: the Customer Experience (CX) Strategies Summit in Toronto, and the Argyle Customer Experience Leadership Forum in San Francisco. I met and chatted with CX leaders from different industries, as they shared best practices and insights into transformational … Read more
Customer feedback analytics and ticket classification make for a successful wearable technology product launch. Read the full case study here. Story A global consumer electronics company was on the verge of releasing a brand new wearable product. Given such a high-profile launch, the company needed to be ready to resolve any issues that might crop up … Read more
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
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
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
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
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