The Generative Activation Blog

We recently discussed why high-impact CX needs high-impact measurement and, more specifically, measuring customer effort. This post focuses on measuring ...

We recently discussed why high-impact CX needs high-impact measurement that clearly supports CX goals. This post focuses on measuring customer effort.

Customer feedback is the lifeblood of CX. Without it, CX teams can’t measure the quality of their experience and have no compass to help them improve it....

Sentiment analysis has become quite the buzzword in the CX community, and with good reason. It’s never been more important to understand customer sentime...

This is the final post in a three-part series about assembling your customer feedback stack so that you can take action faster and more effectively than ...

This post is the second in a three-part series about assembling your customer feedback stack so that you can take action faster and more effectively than...

This post is the first in a three-part series about assembling your customer feedback stack so that you can take action faster and more effectively than ...

Too often, when organizations think about getting started with a traditional CX program, things generally go one of two ways:

You’d be hard pressed to find an executive at any company billing itself as customer-centric who will say that listening to customer feedback isn’t impor...

Traditional CX programs fall short of measurable impact because they often rely on siloed, one-dimensional, and stale data. Poor CX data management resul...