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Join date: Aug 17, 2018
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Mar 17, 2022 ∙ 5 min
Operational Satisfaction Score (Op-SAT): a CX measure for the Human-Tech interface
By using human insight together with technology companies can define an Operational Satisfaction score (Op-SAT). Such a metric enables...
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Mar 5, 2022 ∙ 20 min
If you want to measure customer experience, use Cynefin
Customer experience (CX) is a complex mix of what customers think-feel and do. So, when it comes to managing CX, which metrics should we...
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Jan 30, 2022 ∙ 2 min
Which customer journeys to select? Think holistic as well as discrete
Alongside deciding who the customer is and how to develop their personas, another key question for CX professionals is: which customer...
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Steven Walden
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