Andrew Maher

The customer isn't always right but they do have the answers. Delivering exceptional customer experience means deeply understanding voice of customer.

playbooks
Andrew Maher

There is one almost universal truth in business: revenue is king. Like it or not, the success of a business will likely be based on some function of revenue, growth, or profit. The success of your customer experience should always be measured the same way.

playbooks
5 Key Requirements for Customer Insights Technology
Ryan Stuart

You might think you have your tech stack sorted for insights, but do you? Insights teams should be proactive about finding those 'unknown unknowns' in their customer data. Look for technology solutions that help do this at-scale.

blogs
NPS Weighting—Should You Do It?
Ryan Stuart

Insights teams are judged by their ability to provide high impact insights to decision makers that they can use to decide what to do next. Relying solely on unweighted data could jeopardize your ability to do that.

blogs
Why has traditional text analytics failed CX?
Ryan Stuart

Customer insights teams have been let down by traditional text analytics tools. There was so much promise early on. So how on earth did we get here?

blogs
Why removing human bias is essential for your VoC insights program
Andrew Maher

Cognitive bias is a real problem in customer insights. How do you ensure that your bias isn't leading you down the proverbial garden path?

blogs
Episode#4: Making the most of the customer data you already have with David Gardner
Ryan Stuart

David is a senior CX & Insights leader committed to driving meaningful change across organizations by focusing on uncovering actionable customer insights.

podcasts