Do-it-Yourself CX Software: What you don’t know can c..


In advance of next week’s Forrester conference – CX NYC: Change the Game – Leading Radical CX… Read more

3 Key Takeaways from CXPA’s Insights Exchange 201..


Last week, Nepa sponsored the Insights Exchange 2019 in Salt Lake City. The theme of "Moving Mountains"… Read more

CX: The Art Behind the Science


CX measurement software has made it possible for virtually any company to collect feedback from its customers… Read more

Lessons From Retail Smarter 2019 – University of ..


Occasionally it’s good to go back to school. Last week, I had the opportunity to attend Retail… Read more

When Season Ticket Holders Don’t Renew


Getting repeat customers is the holy grail of most businesses, and what’s better for that than a… Read more

Empower Employees Win Customers


Win in the Age of the Customer with Empowered Employees Learn how measurement and analytics can lead… Read more

Does Your Sports Strategy Rely Too Much on GameDay Tact..


“Strategy without tactics is the slowest route to victory. Tactics without strategy is the noise before defeat.”… Read more

3 Key Takeaways from The National Grocers Association S..


As someone who has worked in the customer experience space for over 20 years, across multiple industries,… Read more

Former SAS CEO, Jan Carlzon, on Empowered Employees and..


My philosophy is that every department has one objective: develop customer satisfaction by meeting customer needs.  Everything… Read more

5 Key Takeaways – National Sports Forum 2019


I recently attended my first National Sports Forum in Las Vegas and, Wow – what an event… Read more