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The Most Important Step in Insights: Framing
Don't risk getting to the end of your project answering the wrong question. Spending some time up front making sure you frame the research question properly
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The Secret Sauce of Strategic Insight
A challenging question to a challenging question. Some of the best conversations I have are the layered non-linear challenging variety where we just start to wander down into the abyss of questions and answers on tangentially related topics. A kind of conversational jazz riffing on a central theme but exploring interesting detours along the way.
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Crush Your Next Customer Experience Presentation with these 10 Tips
A very young petite brunette got up from her seat and walked to the front of the large conference room filled with mostly jaded middle aged men from the automotive industry give a presentation on, of all things, their customer experience results.
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Results from the Second Annual Mobility Study
See the results from our study conducted in partnership with Vision Mobility and Michigan State University here
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What is Your CX Leadership Style?
I have had the pleasure of working with many CX professionals over the years, most of whom were (and are) very effective at their job. The core leadership trait that they share is they are fervent change agents for the organization. The status quo to them is unacceptable and, as leaders, they are usually tapped to do the job of CX transformation for that reason.