Metrics miss why. Behavioral data tracks what happened, but it rarely explains why customers act or leave. Feedback loops fill in those gaps. Ask, act, announce. Closing the loop requires three steps.

When capturing requested feedback from customers, it's vital to offer a simple, user-friendly feedback mechanism that requires minimal effort to complete. Crafting a successful customer feedback ...

Responding to customer feedback is critical for an effective voice-of-the-customer (VoC) program, yet far too few companies have a systematic way of doing so, according to Forrester Research. Only 61 ...

Want smarter insights in your inbox? Sign up for our weekly newsletters to get only what matters to enterprise AI, data, and security leaders. Subscribe Now Large language models (LLMs) have dazzled ...

One of the biggest mistakes companies continue to make today is thinking their service or product is a one-size-fits-all solution. In fact, I find that it’s a persistent problem in my industry. As a ...