What’s the Right Survey Length?

More than a decade ago, several bright minds in the marketing research world did some research-on-research and decided that 20 minutes was the right length for a survey. Balancing response … Read More

The Synergism of Tech and CX

As Gartner reported in 2016: 89% of companies expect to compete mostly on customer experience, versus 36% in 2012, Fewer than half of companies currently believe their customer experience capabilities … Read More

CX and UX: Collaborate and Conquer!

There are a lot of X’s flying around these days, and we’re not talking about superheroes. We’re talking about customer experience (CX) and user experience (UX), two of the most … Read More

How to get the C-Suite Involved in CX

In many companies, CX is the focus of marketing, customer service, and operations managers. That is necessary, and certainly a great start, but it is insufficient. The C-suite traditionally pays … Read More