Author: David Rosenstock

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

Emotion design strategy: Eliminate pain and drive joy

This is the third in our series on Emotion Design in CX. Check out the 1st, 2nd and 4th blogs in the series. Emotion design strategy addresses the fundamental human motivation... ...Read more

Methods for capturing and measuring emotion

This is the last in our series on Emotion Design in CX. Check out the 1st, 2nd, and 3rd in this series. To successfully design for emotion, firms need... ...Read more

Shifts in the self-driving cars industry

PK's latest insights dives into Autonomous Vehicles and how recent shifts in regulations, ride sharing and competition are impacting the disruptive technology. ...Read more

Why account-based marketing is the #1 B2B marketing trend

The to-do list is insanely long for B2B marketers. Unfortunately, one thing I have heard from a lot of my compatriots in the B2B industry is that they are... ...Read more