Insights
Blog
Our mission is to future-proof firms to compete on experience.
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Customer Experience Blind Spots – Perception v Reality
Decision-makers are struggling with customer experience blind spots. They are losing sight of how their customers feel right now. Either their surveys still rely on closed questions or...Continue reading →
Brand alignment – does your promise match reality?
Your brand is not what you do, it’s what your clients feel. Your firm’s brand is the sum total of all your clients’ experiences. Firms with brand alignment...Continue reading →
The importance of informal feedback in your client listening
This is a guest post by Claire Rason at Client Talk. We work with Claire and her clients to integrate formal client listening interviews with more informal feedback....Continue reading →
Research – Using AI to Track How Customers Feel
In order to succeed, firms need to understand how customers feel and how it’s driving their behaviour. This research published in Harvard Business Review (HBR) looks at why...Continue reading →
