Five Reasons Why Personas Work—and Three Tips to Begin Using Them

Five Reasons Why Personas Work—and Three Tips to Begin Using Them   Discover credit cards has a series of commercials where the people calling customer service are talking with a mirror image of themselves. The commercials all end with the tagline “We treat you like you'd treat...

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Why Quantitative Surveys Fall Short When it Comes to Crafting a Superior CX

What do your customers really want? Finding out isn’t just a matter of asking. It’s about asking the right questions – something that Forrester Research says most companies fail to do.   Take quantitative surveys, the No. 1 tool that organizations use when developing customer experience (CX)...

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