Customer experience stepping outside the echo chamber a wake up activity
Stepping outside the echo chamber: A wake-up call for CX leaders A prestigious annual list of CX thought leaders was recently published, and surprisingly, I only recognized about 10% of the names - a stark contrast to previous years when I knew most or all of the honorees. What a wake up call! I realized how stuck I was in my comfort zone. I realized how much was going on in my industry without me knowing about it. I realized I need to get familiar with the work of some of these people and [...]
4 feedback silo bridges activity
"We've been telling them about this packaging issue for months, but nothing ever changes." How many times have your customer service agents muttered this phrase after handling the same [...]
The voice of your customer is the most valuable product research you’ll ever receive
The voice of your customer is the most valuable product research you'll ever receive - and it's already paid for. Yet in most CPG organizations, those insights never reach [...]
84% of C-suite executives believe they must leverage AI to achieve growth objectives
84% of C-suite executives believe they must leverage AI to achieve growth objectives, yet 76% say they struggle to scale it across their business. This disconnect is particularly evident [...]
The CPG Customer Service Rescue Plan
You're heading into your busiest sales period of the year. You put months (even years) of work into the big day. The success of your business is riding on [...]
