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October 7, 2020

Faster isn’t always better for delivering value in customer experiences

Before applying technology to your customer experience, do some research to explore your options. Chick-fil-A had a problem of success. In the US, the revenue per restaurant was approximately 3-4 times that of a comparable… Continue Reading

Getting a Return On Your Journey Mapping Project
August 13, 2020

Getting a Return On Your Journey Mapping Project

According to the Peak-End Rule, the end, best or worst part of the experience are key moments that have the largest impact on customer perceptions and future loyalty. With customer shifts to digital delivery channels,… Continue Reading

May 29, 2020

Data — The “Special Sauce” Driving Netflix’s Hit Making TV

Analytics helps industries of all kinds to gain insight into their customer’s wants and needs. Netflix does a particularly good job of mining customer data.  It uses analytics to wade through customer data and identify… Continue Reading

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