Articles

Tag: customer intent

  • brightly colored beads of an abacus

    Stop Using Customer Metrics to Live in the Past

    Most of the metrics we capture today are a record of what someone did in the past, but they don’t tell us why they did what they did.

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  • Photo of Mind the Gap warning at a subway stop

    Find the Gaps in Your User Experiences

    As a digital executive, it’s critical that you excel at identifying and addressing gaps that exist in your digital user experience.

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  • The Customer Intent Wake Up Call

    The Customer Intent Wake Up Call

    Companies aspiring to be customer-aligned add a few more dials to the conversation -- what should the chief customer officer be measured on, beef up the customer success team, invest in employee engagement / culture initiatives, innovate their customer engagement strategy, and/or shift from a product-feature-pushing sales model to a 

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