Sat.Nov 04, 2023

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Discover the 14 game-changing opportunities and risks awaiting you in 2024

Beyond Philosophy

Colin sometimes struggles with a glass-half-empty disposition. He blames it on being born British. He felt it keenly when gathering the following 14 statistics for this episode. There are a mix of game-changing opportunities, including missed ones, and some acute risks facing organizations next year. Ryan is American, a population Colin characterizes with as a glass-half-full disposition.

Gaming 78
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Data Is At The Heart of a Great Experience

Customer Think

I originally wrote today’s post for CX Network. It appeared on their site on July 27, 2023. Data is at the heart of designing and delivering a great customer experience. Without data, you’re literally flying blind. But there’s so much data! And so many different kinds of data. Let’s start there.

CX 59
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Unlocking the Power of Customer Shadowing: A Must-Have Tool for Business Leaders

Customer Think

Most business leaders garner consumer insights by talking to and formally surveying their customers. Less frequently, leaders will seek to understand customers by watching their behavior throughout their journey.

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The science behind repairing trust – Interview with Professor Peter Kim

Customer Think

Podcast Today’s interview is with Dr. Peter Kim, Professor of Management and Organization at the University of Southern California Marshall School of Business and author of a newly published book called How Trust Works: The Science of How Relationships Are Built, Broken, and Repaired.

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The Evolving Retailers Fulfillment Strategy: Meeting Demands with Agility

Speaker: Becky Parisotto

Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever

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“Only an 8? Not a 10 today?” Gamed HealthCare Surveys

Customer Think

What’s going on with Providence’s healthcare surveys? Does Providence’s CEO Rod Hochman want to execute a strategy based on gamed survey data? Seems unlikely. Or is Providence Health & Services unaware that it collects deeply flawed survey data? Seems more likely.