With the holiday spirit upon us, there is more emphasis on consumer behaviors and drivers. However, as we look towards 2016, I find myself thinking about the fact that at the end of each day, aren’t we are all just human?  By this, I...Read More

Exceptional Employee Engagement: A Q&A with SykesRead More

The Maturation of Customer Experience – Observations from Customer ConversationsRead More

Voice of the Customer (VoC) is a market research technique used to capture customers’ expectations, preferences and aversions. Driven by today’s need to create actionable insight out of data, VoC has converged with business process...Read More

According to a 2010 study conducted by Vovici, Americans are delivered more than seven billion surveys per year. Of these, 2.6 billion actually get completed. And, if you listen to recent expert opinions, that number decreases every year. Why...Read More