Frank Buckler, PhD.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…5 min read·Jul 5, 2022----
Frank Buckler, PhD.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”.2 min read·Jun 14, 2022----
Frank Buckler, PhD.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…4 min read·May 3, 2022----
Frank Buckler, PhD.MULTIPLY! The Hidden Mechanics of Business Success DriversOriginally published on www.cx-ai.com/newsletter4 min read·Apr 5, 2022----
Frank Buckler, PhD.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…2 min read·Mar 8, 2022----
Frank Buckler, PhD.How to Convince an OpponentLet’s face it. Convincing is impossible. Full stop.9 min read·Feb 22, 2022----
Frank Buckler, PhD.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…6 min read·Feb 13, 2022----
Frank Buckler, PhD.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…4 min read·Jan 25, 2022----
Frank Buckler, PhD.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…4 min read·Jan 9, 2022----
Frank Buckler, PhD.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…5 min read·Dec 16, 2021----