Let me start by saying that Reichheld to me is the author of my first bible, so this article has no intention to “bash” his work. The goal is to help organisations understand why their CX is not delivering the results they expected and how the unintentional misuse of NPS might play a role in […]
The Risk of AI in Customer Experience Research (The Sense and Non Sense Series)
You cannot read any trends in customer experience, without reading about the huge potential of artificial intelligence (AI). And there is not a CX tooling company that is not promoting its AI capabilities. But is AI the way to go in CX research? In this blog, I share my views on why most current AI […]
NPS v. CES v. C-SAT: When to Use What (The Sense and Non Sense Series)
Update dec 2019: also check out this new blog about NPS. Wondering what is the best metric to use in what situation? In this blog, I will share the pros and cons of the three most commonly used metrics in customer experience: Net Promotor Score (NPS), Customer Effort Score (CES) and Customer Satisfaction (C-SAT). So […]
Customer and Employee Experience : Top 10 Most Popular Blogs of All Time
Are you lost in the huge amount of customer and employee experience blogs? Searching for ways to quickly sort through them, to find those blogs that add value to your expertise? I will help you in your search. Based on the insights from Ahrefs.com, I have analyzed the most popular customer experience (CX) and employee […]
Customer Experience Management : The Accelerate In Experience Framework Explained
Customer Experience Management is at the top of the agenda of practically all organizations. At the same time, one of the biggest challenges is to do it right. In this blog, I offer a comprehensive framework (pdf) on how to accelerate customer experience in your organization and focus on what really matters. I will be blogging […]