Text Analytics to the RescueText analytics had great success in recent years and most larger enterprises use them in CX in one way or the other. But still, most…Jul 5, 2022Jul 5, 2022
The Customer Experience of PricingWhen companies who do not position as cost leaders do NPS studies, VOC studies, or alike, one theme pops up regularly: “Too expensive”.Jun 14, 2022Jun 14, 2022
Why “impossible” solutions are already around us — without our notice.Too often companies try to solve their challenges and pains by going out onto the “market of solutions”. They ask some peers, to look at…May 3, 2022May 3, 2022
MULTIPLY! The Hidden Mechanics of Business Success DriversOriginally published on www.cx-ai.com/newsletterApr 5, 2022Apr 5, 2022
The 3 Things I Learned From a JustEat DriverEvery morning I am cycling to work. This year I decided to not take the direct route but to cycle thru the park along beautiful canals…Mar 8, 2022Mar 8, 2022
How to Convince an OpponentLet’s face it. Convincing is impossible. Full stop.Feb 22, 2022Feb 22, 2022
The Future of Customer InsightsMultiple trends are flooding the customer insights industry. AI-powered solutions, more and more DIY tools and “Restec”, as well as the ask…Feb 13, 2022Feb 13, 2022
Does it Really Costs Five Times More to Acquire than to Retain a Customer?Since the late 1980s, several sources claimed retaining a customer is 5X cheaper than acquiring one. Later a Harvard Business Review…Jan 25, 2022Jan 25, 2022
My TOP 3 CX Learnings from 2021I run the world’s #1 CX Analytics course, but I still learn new stuff about CX every year. Our amazing customers are those who challenge us…Jan 9, 2022Jan 9, 2022
The 5 Deadliest Mistakes in Business Decision MakingWe all know that decision-makers fight with many cognitive biases. For some reason, we believe just “the other guy” has a problem with…Dec 16, 2021Dec 16, 2021
