John Georgesen
John Georgesen, Ph.D.
John Georgesen, Ph.D., is Senior Director, Analytics at Concentrix. He specializes in designing customer experience (CX) programs that drive tangible improvements. With 20 years of applied experience, John is a recognized innovator in the field of customer experience management.
The Unlikely Hero Behind Predicting Covid-19: Surveys, Not Unstructured Data
As we continue to navigate these uncharted times, the promise of analytics to inform and intervene with disease progression becomes clearer. Mobility mapping from...
Do You Know What I’m Thinking? AI Doesn’t Yet.
About two weeks ago, I was having a conversation with a candidate for a sales role. We talked for almost an hour about evolving...
Anticipate Change: Design for a Digital CX
Image Licensed from Getty Images Digital capability and execution have not kept pace with customer expectations. As customer experience (CX) practitioners, many times we...
VOC Doesn’t Stop at a Survey: 3 Tips to Improve Insights Now
Using surveys to capture voice of the customer (VOC) feedback has become part of the DNA of most call center operations. While these...
Beyond the Call Center . . . Who’s Minding the House?
As an industry, customer service has long focused on the quality of support being delivered within the walls of a call center. Only recently...
Smart Data: Integration to Action
In case you missed it... So far in this multi-part series we've covered: Part I: Forget Big(ger) Data: It’s Time to Get Smart(er) Part II:...
We *heart* Unstructured Data.
This is the second in a series on how CX practitioners can move past focusing on the ‘bigness’ of data and get ahead with...
Forget Big(ger) Data: It’s Time to Get Smart(er)
This is the first in a series on ways CX practitioners can move past focusing on the ‘bigness’ of data and get ahead with...
Effort Series (Part II of II): How to Make Things Easier for Customers … Today
In case you missed it ... Over the past several weeks, we've covered: Intro: Why customer effort matters Part I: How to measure and manage...
Effort Series (Part I of II): Making customers work is bad business
In case you missed it... So far in this multi-part series we've covered: • Intro: Why customer effort matters Executives around the globe are constantly…
Effort Series (Introduction): Four big things – and one REALLY big thing – that matter to all customers
While each industry thinks their customers are unique, some characteristics are consistent across every business. Today’s post introduces our upcoming two-part series on customer...
Good for the Customer Is Good for Business
As brands fight for the attention of the always-on consumer, organizations are making big bets to optimize their customer experiences. Customer experience leaders are...
When is one question not enough?
Using Net Promoter Score© in a customer service environment can be a tricky thing. Measuring NPS after a transaction sounds simple in theory: just...