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Browsing Tag CX

  • Approach 0

    Building Authentic Brands in Inauthentic Times

    by Chuck White We have long believed that brands that align their company promise with their customer experience are the most successful in the marketplace.  Brand relationships are driven by functional as well as emotional elements, and customers’ experiences ...

    On January 20, 2021 / By Jeff Johns
  • Approach 0

    Are Millennials Loyal?

    NOVEMBER 2019 by Heather Sutphin, Burke, Inc.; Jaci Jarrett Masztal, Burke, Inc.; and Gabrielle Bosché, Millennialsolution.com Millennials, as the stereotype goes, are in it for themselves. This is ...

    On October 1, 2020 / By Jeff Johns
  • Approach 0

    What Keeps Your CEO Up at Night?

    by Bill Barnes In my time on the client side, I was fortunate enough to be part of a Best in Class Customer Experience Benchmark Group. It was ...

    On September 10, 2020 / By Jeff Johns
  • Approach 0

    So What… Now What

    How the AI/ML Tools of Today are Changing the Game in Customer Experience – if Implemented Correctly. by Bill Barnes Earlier in my career as the Global Voice ...

    On June 9, 2020 / By Jeff Johns
  • Approach 0

    Work Life in COVID-19: Employees Adapt to a New Normal

    By Jaci Jarrett Masztal, PhD, and Heather Sutphin, PhD There is no denying that COVID-19 has impacted our day-to-day lives in almost every aspect. Social distancing is the ...

    On May 26, 2020 / By Jeff Johns
  • Approach

    Overcoming Silos through Customer Centricity

    by Jaci Jarrett Masztal & Bill Barnes Recent survey results from Econsultancy (Davis, 2017) show that 40% of company employees report they aren’t adequately supported by their colleagues due to ...

    On January 2, 2020 / By Jeff Johns
  • Innovation

    Quantiment®: The Best Friend to an Open-End

    by Chris Deinlein As researchers, we would love to engage with customers and prospective customers, asking questions about every aspect of their experience. However, we can’t keep them ...

    On December 11, 2019 / By Jeff Johns
  • Reviews

    3 Perspectives Heading into TMRE 2019

    With The Market Research Event right around the corner, we sat down with a few Burkies to hear their thoughts on what they are most excited to see ...

    On October 17, 2019 / By Jeff Johns
  • Approach

    The Ins & Outs of Customer Engagement – Part 3

    by Xavier Quenaudon & Megan Nicollerat In my final interview with Xavier Quenaudon, we sat down and discussed the role of customer engagement in today’s world…and where it ...

    On December 17, 2018 / By Jeff Johns
  • Reviews

    Shattering the Perception of the Traditional Financial Institution: 5 Key Takeaways from Customer Experience for Financial Services (CXFS) 2018

    by Jim Kershaw Across the many insightful presentations at CXFS 2018, the word “agile” was mentioned frequently. And rightfully so: to deliver world-class customer experience, financial services industry ...

    On October 4, 2018 / By Jeff Johns
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Latest News

  • Leveraging an Agile Approach to Research…The Right Way

    January 25, 2021
  • Building Authentic Brands in Inauthentic Times

    January 20, 2021
  • Making Inclusion and Diversity a Strategic Priority

    January 4, 2021
  • Consumers’ Needs are Evolving, And So Should You

    December 15, 2020
  • Become a Smarter Sample Buyer: A Retrospective, 5 Years Later.

    December 8, 2020
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