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 JohnsNOVEMBER 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 Johnsby 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 JohnsHow 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 JohnsBy 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 Johnsby 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 Johnsby 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 JohnsWith 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 Johnsby 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 Johnsby 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