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 ...
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 ...
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 ...
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 ...
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 ...
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 ...
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 ...
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 ...
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 ...
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 ...
