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7 tips on how to improve Customer Experience (CX) by empowering employees

If you’re looking to raise the bar on customer experience, look no further than your employees — harnessed in the right way, they’re one of the most effective levers any organization has. Find o...

By Elizabeth Kampf

Employee feedback: how to drive accountability and action

  Employee feedback surveys are like gym memberships ...A simple but accurate analogy. Organizations can collect all the employee feedback they want from their employees but unless they communi...

By Benjamin Granger

Customer Segmentation to Increase Revenue: Examples from Best Buy, Mercedes Benz, and AMEX

When Michael Dell, founder of Dell computers, was 16, he sold subscriptions for a local newspaper in Houston. He figured out that two demographics bought newspapers more than others: those who just pu...

By Ben Rogers

Manage every experience that matters: Why X-data is the new imperative

Last month, I had one of the world’s largest insurance companies in our office. 2016 was a banner year for them. They had record earnings and stable growth, their stock was at an all-time high, and ...

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