Brian Galloway

In my last post I emphasized the need to prevent getting “journey-jammed,” focusing too much on a goal too large to handle all at once. Here I’d like to comment on the tactical resolution to getting good, viable data from each...Read More

When setting out to complete a customer experience program, it’s important to start capturing, measuring and acting on customer feedback as quickly as possible. However, it’s also critical to make sure that you do so in a manner that...Read More