Author: David Rosenstock

Blockchain: A PK perspective

Some years seem to test the importance of tradition, while other times seem ripe for change. With a nod to both historical record and a reputation for disruption, blockchain... Read more

Conversational voice interfaces: A PK perspective

“Hey Siri, how will voice search change my life?” The proliferation of voice-activated devices has brought voice recognition technology into millions of homes. One in six people in the... Read more

New demands for data discovery

More and more people are beginning to embrace the concept of self-service analytics, and interest in data discovery has grown significantly as a result. Read more

The case for emotion in customer experience

This is the first in our series on Emotion Design in CX. Read the 2nd, 3rd, and 4th in this series next. Designing for emotion is becoming an increasingly important... Read more

The case for VoC strategy: Driving outcomes

In parts 1 and 2 of this blog series, we discussed how to develop a VoC strategy and build the business case for adopting a technology platform. In this... Read more

The case for VoC strategy: Selecting a CFM platform

VoC programs add a customer-centric lens to product and service development and uncover new business opportunities. VoC technology solutions, commonly referred to as customer feedback management (CFM) platforms, offer... Read more

The case for VoC strategy: Building a strong foundation

Most companies don’t have a robust voice of the customer (VoC) program. Only 42% use technology to support a VoC program, which means they either don’t have a program... Read more

From Voice of the Customer to customer health

The dreaded customer satisfaction survey Designed as a tool for organizations to test customer brand loyalty, the satisfaction survey has morphed into a completely different beast. Ironically—in the drive... Read more

As consumer shopping behavior shifts, technology is transforming retail

In the latest blog installment, PK discusses the technological transformation in retail and e-commerce. Read more

Designing for emotion: Laws of emotion and emotional motivators

This is the second in our series on Emotion Design in CX. Check out the 1st, 3rd,  and 4th next. Designing for Emotion is the process of driving emotional connection... Read more