There is a simple reason why CX initiatives do not meet expectations: The insights that inform initiatives are bad.
“Insights generation” is an art and a science. But “Data science” is typically blind because this is not just about data. It’s about driving the right actions to serve the customer better.

“Management” is blind too, as the proper insight are not obvious. It’s not enough to “just looking at data“.

This book describes what a useful insight really is and how to get it. With this, it guides you thru the process of building a useful CX Insights System.

Most importantly though it gives new perspectives on how to turn insights into actions. It shows processes and tactics on how to convince senior leadership on the right things to do.