Monthly Archives: August 2018

Measuring satisfaction at customer journey milestones

  • by James Browne
  • August 30th, 2018

Determining the return on investment (ROI) of customer experience initiatives is important, as discussed in the first instalment of this […]


Can you put an ROI on customer experience?

  • by James Browne
  • August 16th, 2018

The TM Forum recently found that service providers who improve their net promoter score (NPS) were rewarded with a reduction […]


The road to delivering personalized experiences begins with data

  • by James Browne
  • August 2nd, 2018

It’s a well-known fact that customers, regardless of the industry, expect you to know them. They not only want, but […]