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 […]
Employee Engagement: How to Measure Emotional Engagement (The Sense and Non Sense Series)
Without Employee Experience there is no Customer Experience. Happy employees are at the baseline of each successful organisation that wants to grow toward more customer- and even human centricity. Schlessinger and his colleagues already proved this in 1997 with their Service Profit Chain. So that there is a hype and interest on how to improve […]
Chief Customer Officer : Pros and Cons of the CCO (The Sense and Non sense series)
When you look at studies about the customer experience (CX) maturity levels in organisations, an often used plus is the presence of a Chief Customer Officer in the board of the organisation. I would like to challenge this maturity assumption or at least put the assumption in perspective. Easy year one An organisation that starts […]