Ray Poynter
Inflation and Customer Experience – Learn from the past, plan for the future
The number one concern for customers, businesses and Governments at the moment is inflation. One of the reasons that it is such a big issue is that most of today’s leaders have never had to deal with inflation, the last outbreak in the developed...
Why is Customer Satisfaction Falling When CX Spending is Booming? 6 Ways to Improve...
Yes, you read that headline correctly. Spending on customer experience systems is increasing but, for the last few years, customer satisfaction has been falling. Dash Research has shown that CX spending has a compound annual growth rate (CAGR) of over 6%. However, data from...