Funda Whitaker
Funda Whitaker
I lead the Strategic Research & Insights teams at InMoment, managing a group of highly-experienced researchers and CX consultants who design, execute, and deliver strategic market research projects for our clients. I have been with InMoment (and its preceding organizations) for over 20 years holding a variety of positions from research and project management to department leadership, with experience in various client sectors conducting a variety of research techniques. I also consult for CX program design and insights. I obtained my master in Marketing Research at UT Arlington.
“Are My Scores Good?” Well, Compared to What?
Once Upon a Time… It’s the 2nd business day of the month. The Digital Channel Manager just received the monthly scorecard, and she can’t wait…
Launching a Successful Mission Towards CX Greatness
I was in Las Vegas last month. It was a great time! Nope, not gambling and running around in “pleasure”, but attending a conference, CXFusion.…
What Drives Loyalty Really? Do You Want a Car with Four Wheels or Good Service?
Everybody who conducts surveys and collects customer feedback with the objective of measuring or improving Loyalty or Customer Satisfaction will at least consider “identifying drivers”,…
Are Your Customers Frustrated or Disgusted? Why You Should Care
A typical Saturday morning starts with our routine. Get up early, get out of the house shortly after 8, and grab a quick breakfast...
Is Customer Experience Exempt from “One Size Does Not Fit All?” Not Really!
I’ve written about this experience before, and amazingly, my experience hasn’t improved in the past couple years. It’s the coffeehouse slow and inefficient service that…
Why the CX and Branding Departments Should Be Sharing Notes
A few months ago at a sales training I was giving, I talked about our offering of “Brand Defector Research” and its use cases...
That’s Some Backward Research!… Or Is It?
A few years after graduating with my masters in marketing research, I returned to the University of Texas at Arlington to attend their semi-annual...