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According to articles in the Huffington Post and Forrester, crafting a better customer experience has benefits flowing directly to your bottom line, including: reduced churn (going to a competitor) – 85% of this churn is preventable with better customer...

Personas are fictional characters that describe an organization’s customer behaviors, emotions, attributes, motivations, and goals. They are an important tool to share customer insights and understanding across an organization. Personas also serve as...

Lately, when I am gathering requirements from CEOs about their CIO search, they tell me, “We are also thinking about hiring a chief digital officer. What is the division of responsibilities between the CIO and the CDO?” The answer is all over the map...

This morning, Web Analytics Association announced that it is changing its name from Web Analytics Association to Digital Analytics Association. Why the change? All of those who have been working in this industry for few years know that the term &ldquo...

Customer Experience (CX) is the sum of experiences that people have during the whole relationship with a given product/service. This also pertains to the enterprise businesses. Good impression can win you trust and love from many, but bad impression...