Andrew Goldstein

Defining Your Customer Experience (CX) Strategy is a critical part of our first customer experience performance categories: Foundation. CX Foundation includes your program vision, your customer strategy, and proving the value and ROI of your...Read More

It wasn’t long ago that talking about customer emotion in a business context earned eye rolls and chuckles. Now, companies increasingly appreciate the role that emotion plays in determining whether customers choose to do business with us...Read More

Your customers interact with your company via multiple channels: on the website, your call center, in the store, and on social media. It’s time for businesses to start thinking outside the traditional survey box. Each and every channel...Read More