Michelli Experience

SEPTEMBER 4, 2018

For most organizations, we talk about activation as a part of customer experience governance. An effective governance structure, enables non-duplicative, high impact/low expense/low effort ideas to advance quickly, and stewards other initiatives through thoughtful evaluation before deployment.

Customer Journey Mapping 88

Customer Journey Mapping Customer Journey Government Touchpoint 88

Maru Group

AUGUST 3, 2020

Legacy customer experience and voice of customer tracking systems are showing their age, to the point where large research budgets are yielding fewer insights as the program ages. In this article, we explore how to ensure your tracker stays flexible and meaningful to capture relevant and timely customer insights.

Brands 52

Brands Government Metrics Measurement 52

Forrester's Customer Insights

OCTOBER 16, 2023

It’s no secret that many of the challenges in getting value from data and insights are rooted in the need for better data literacy, internal communication, and a stronger data culture. It’s even become the subject of an SNL-worthy (for us data people) satire online. This week, we saw a meaningful move at addressing data […]

Leadership 56

Leadership Culture Insights Communication 56

Qualtrics

JULY 7, 2020

Sebastian McClintock, Director of Customer Experience from Delivery Hero shares how customer insights are driving real-time shifts to business strategy during the current pandemic and setting the company up for the “new normal.” Then the customer can take it. Sebastian McClintock (06:21): Right, right.

Customer Experience 26

Customer Experience Customers Feedback Brands 26