November 13, 2024 A Big Question in AI: Build or Buy? Maurice FitzGerald / AI, Customer AI, Customer experience, Machine Learning / Customer Experience, strategy /
November 12, 2024 Sometimes, executives answering surveys have no idea what they are talking about (Discuss!) Maurice FitzGerald / B2B, Behavioral economics, Blog, Cognition, Customer experience, Customer Satisfaction, Machine Learning, NPS, Psychology, Strategy / Customer Experience, strategy, Surveys /
February 4, 2022 Don’t Look Ahead! Maurice FitzGerald / Behavioral economics, Blog, Cognition, Customer experience, Machine Learning, Psychology / Customer Experience, Journey mapping, strategy /
October 29, 2021 Here is what COP26 sponsor Unilever is telling its stakeholders about its climate actions (Surprise!) Maurice FitzGerald / Blog, News, Strategy, World / Chief Customer Officer, customer surveys, Fred Reichheld, The Ultimate Question /
July 1, 2021 #109 – Survey problems, Heidi hits the wall Maurice FitzGerald / Customer Satisfaction, Newsletter, NPS, Strategic initiatives, Strategy / Customer Experience, Customer Satisfaction, Fortune, Net Promoter System, NPS benchmarks, OCX Cognition, research, strategy /
December 12, 2020 (CX Strategy 13) Customer research confusion reduction – There are six types of customer survey Maurice FitzGerald / Blog, NPS, Strategy / Chief Customer Officer, customer surveys, Fred Reichheld, The Ultimate Question /
August 18, 2020 #108 – Fortune article on NPS, NPS benchmark reports, and a bit of humor Maurice FitzGerald / Customer Satisfaction, Newsletter, NPS, Strategic initiatives, Strategy / Customer Experience, Customer Satisfaction, Fortune, Net Promoter System, NPS benchmarks, OCX Cognition, research, strategy /
August 18, 2020 CX Strategy (12) – Journey mapping – The Main Customer Experience Measurement and Improvement Systems – Part 7 Maurice FitzGerald / Blog / Customer Experience, Journey mapping, strategy /
