Originally published on www.cx-ai.com/newsletter We tend to think about business as if each department or each task would contribute a fixed piece of value to the company’s success. With this in mind, we divide companies into departments and teams, and resources into budgets. Hope this article will convince you: The…

Every 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. Suddenly I passed by the Italian embassy that had a mobile coffee booth in front of it. Here I met Arnd Hallemeier – a…

Let’s face it. Convincing is impossible. Full stop. The same way a conservative can not convert a serious liberal (vise versa), or a government can not convince a die-hard anti-vaxxing activist (vise versa), the same way a Creative Director will not convince the head of quant modeling, that quant is…

Multiple trends are flooding the customer insights industry. AI-powered solutions, more and more DIY tools and “Restec”, as well as the ask to tap on new data sources. I will take here a birds-eye view to distill the essence out of the noise. …

Since the late 1980s, several sources claimed retaining a customer is 5X cheaper than acquiring one. Later a Harvard Business Review article “The Profitable Art of Service Recovery” rephrased the myth with a simple calculation based on a set of assumptions. Since then any random management consultant has been quoting…

I 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 with real-world problems that need an answer. This curiosity, the persistence, and the faith our customers put in us let us find a solution…

We all know that decision-makers fight with many cognitive biases. For some reason, we believe just “the other guy” has a problem with this. What we believe feels so true. It turns out that if you know what goes wrong in your thinking, then you can circumvent its downsides. The…

Data Science is seen as the new magician in enterprises. Business leaders think they just need to shout into the basement where “hordes” of data scientists are sitting, and soon after, these spit out the magic formula by reading the crystal ball of AI. Silo thinking like this is neither…

The success of strategic initiatives relies on three things: the analysis, a solution based on those insights, and implementation of the strategy. It can fail at any point in the cascade. But the insights are the Achilles’ heel. There is a twofold irony: First, all resulting investments are wasted if…