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Getting CX into the Board Room


Now, more than ever, the importance of executing channel-agnostic CX programs (in your stores, online and in call centers) that go beyond measuring...     

Seven Ways to Embed Your Enterprise Feedback Management Program to Drive Sales


Let’s cut to the chase: a truly successful enterprise feedback management program is designed with the corporate strategy central to the program and...     

Are Millennials so different from their elders in the workplace?


The millennials are regularly described as employees with a team spirit who have difficulty accepting a hierarchical structure and who no longer...     

Predicting Retention and Word of Mouth: Are Your Customers Working Harder Than Your Company?


CustomerThink, March 4, 2016 — In this article, Jean-Francois shares details from a recent Ipsos study examining the impact of customer...