When Your CX Vendor Is Fighting for Survival, Who Is Fighting for You?
The two dominant enterprise CX platforms are under serious pressure right now and it is worth understanding what that means for...
Your NPS Program Is Not About the Platform. It Never Was.
After 25 years running enterprise NPS programs, here is what actually drives CX outcomes. It is not the platform.
How to Get Started with Customer Experience Research Now
Customer experience research ensures your CX program stays up-to-date with your customers’ needs. Learn how to start a customer...
Closed-Loop Customer Feedback: How to Drive Real CX Results
If you want increased customer retention and happier customers, explore this guide to learn the five characteristics of a...
Lots of Exciting News!
I have some more exciting news to share – PeopleMetrics has acquired Center for Strategy Research (CSR). This is our first...
How to Write a Really Bad Survey
There are a lot of bad surveys out there. Here are 3 surefire ways to write a really bad one... so you know what to avoid when...
5 Strategies for CX Excellence
These 5 CX strategies provide the biggest impact or provide the most insight on driving CX excellence.
Has Your CX Lost The Human Touch?
What good is AI if it isn't helping customers feel better about your brand? Forrester raised the point that even though our CX...
CX Is NOT The Same As Customer Service. Know The Difference.
Listen or Die author Sean McDade, PhD explains the difference between customer experience (CX) and customer service (CS).