Lisa London

Behavioral Science Can Reveal Your Customers’ True Feelings

Insights Come Hand and Hand with Listening There is no feedback more important for companies to utilize than the candid, true thoughts and feelings of employees and customers. In fact, having a detailed understanding of your brand’s emotional connectio...

The ROI of a Strategic CX Foundation

We often hear from clients that they need to tangibly demonstrate the ROI of their VOC program and, more broadly, their CX strategy to senior executives.  Sometimes this need is indirect, an implication from questions like, “How can I convince sen...

CX Is the New Democracy (or, Social Media May Not Be So Bad)

One trait that sets humans apart is our drive to make sense of things. We do this so we can comprehend our shared history and make plans for the future. As professionals, we do this so we can assess the state of our businesses...

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