Article Category
CX Tips
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Blog
The Realpolitik of Customer Data Ownership
By Jeff Carruthers • May 3, 2017The Vision Imagine a world where you as a customer own the data that you generate. Everything from your digital -
Blog
Using Business Driver Data to be more Proactive with CX
By Anchalee Hasty • December 1, 2016In today’s blog I will be looking specifically at business drivers and how you can use business driver data alongside -
Blog
Leading the Change for Customer Experience
By Anchalee Hasty • November 29, 2016There are many different theories and methodologies around change management, and in this weeks’ post I won’t be going deeply -
Blog
Four Steps to Driving Customer Experience in an Organisation
By Anchalee Hasty • November 18, 2016Often customer experience or advocacy initiatives are driven from the top down, and specific departments are made more accountable than -
Blog
Guest Whitepaper: Is this the End of Targeted Customer Marketing?
By Resonate • November 10, 2016This article originally appeared on www.ellipsisandco.com, click here to view the original article. There has been a bit of a revolution -
Blog
Net Promoter Score – Stop Obsessing Over the Score
By Anchalee Hasty • November 2, 2016For those new to Net Promoter Score (NPS), it can be easy to fall into the trap of obsessing over -
Blog
The Limitations of Frontline Focused Feedback Programs
By Resonate • August 29, 2016I’ve recently come to the end of a very long drawn out relocation request with my home broadband provider; and -
Blog
Net Promoter Score® (NPS) Survey Design based on Co-creating with Customers
By Resonate • August 19, 2016Net Promoter Score (NPS) based programs are established in many organisations. Most of them are using the standardised question “How likely -
Blog
The Customer Experience Glossary – Part 1
By Anchalee Hasty • July 14, 2016Part 1 of 2, this post will list commonly used terms and words in the customer experience world to help -
Blog
How To Design A Killer NPS Program For Retailers
By Resonate • July 7, 2016Clients often ask me about designing an NPS program for a retail environment. Based on my experience, considering the emotional
