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4 out of 5 organizations have not increased their customer satisfaction since 2010!

Beyond Philosophy

When you consider all the resources organizations and individuals have put into customer experience and the voice of the customer, I wonder… was it worth it? His research focuses on customer satisfaction, customer experience, measurement, and management. However, this convergence isn’t a problem.

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CX people are digital, customers and employees are analog

Heart of the Customer

Think about Temkin Award Winner Oracle or CXPA Innovation Award Winner Blue Cross Blue Shield of Michigan. In Oracle’s journey mapping workshops they do a very good job of story-telling , using compelling images to show how the customer experiences the company. Customers form an. How do they do it?