Анализи
Доказателства, не мнения
Гледни точки за проучванията, анализите и консултациите в клиентското изживяване, и как да превърнете данните от изживяването в решения, които можете да защитите.
When to Use Synthetic Data
Synthetic data earns its place when real customer data is too scarce, too sensitive, or too slow to move, and only when you can prove the copy behaves like the original.
Elizabeth Blake Прочети → Experience to Impact: Turning CX Data Into Revenue
Most experience programs measure feeling and hope it pays off. The ones that compound do the opposite: they start from the money and work back to the moments that move it.
Ivan Stavrev Прочети → Procurement Automation, Done as an Experience Problem
Agentic AI can run the routine buying that clogs procurement, but the value only lands when the design starts from the requester's experience and keeps humans at the gates that carry risk.
Ivan Stavrev Прочети → Знание, което отговаря: AI асистенти за вътрешна експертиза
Вътрешният AI асистент не е поле за търсене с балонче за чат. Той е управляван слой върху вашето знание, който превръща колективната експертиза на компанията в отговор, достъпен за всеки служител за секунди.
Ivan Stavrev Прочети → Voice of the Citizen: Priorities From Structured Listening
Trust in government tracks one thing above almost all others: whether people feel they have a say. Structured listening turns that feeling into a ranked agenda you can fund and defend.
Ivan Stavrev Прочети → AI агенти в обслужването на клиенти: от отклоняване към реално решаване
Същественото не е чатботове, които отговарят по-бързо. Това са агенти, които решават, ескалират с контекст и се учат от всеки контакт, а хората са поставени там, където преценката носи стойност.
Ivan Stavrev Прочети → Digital Government Metrics Worth Measuring
Page views tell you a service was visited. They never tell you whether a citizen got what they came for, which is the only metric that moves trust.
Ivan Stavrev Прочети → Claims Is the Moment of Truth. Agentic AI Decides Whether You Pass It.
The claim is where insurance loyalty is won or lost, and agentic AI is the first technology that can act across the whole claim instead of automating one step of it.
Ivan Stavrev Прочети → Citizen Experience: Why Trust in Government Runs Through the Service Counter
Trust in government is not won in speeches. It is earned, or lost, at the permit window, the benefits portal, and the call center, where satisfaction and trust move together.
Ivan Stavrev Прочети → AI Talent Screening: Scaling Hiring Without Scaling Bias
AI can screen candidates faster than any recruiter, but it screens them through the same lens it was trained on, and the wrong lens scales discrimination at machine speed.
Ivan Stavrev Прочети → Predictive Satisfaction: Modeling Sentiment Before It Is Measured
Survey response is collapsing and the silent majority is invisible. Predictive satisfaction models estimate how every customer or citizen feels, including the ones who never answer, so you can act before discontent surfaces.
Elizabeth Blake Прочети → Competitive Intelligence That Changes Decisions
Most competitive intelligence ends up in a deck nobody acts on. The programs that pay off are built backward from the decisions they are meant to change.
Ivan Stavrev Прочети → Root Cause Analysis for Customer Experience: Stop Treating Symptoms
When satisfaction drops or churn spikes, most teams patch the symptom. Root cause analysis finds the one driver that, once fixed, makes the problem go away and stay away.
Ivan Stavrev Прочети → Quant, Qual, and Where AI Actually Fits
The quant versus qual debate was never the real question. The real question is which decision you are trying to make, and AI changes the economics of answering it without changing the logic.
Elizabeth Blake Прочети → Как да изградите Account Health Score, който предсказва отлива на клиенти
Скорът за здравето на акаунта си струва само ако променя на кого екипът ви се обажда в понеделник сутрин. Работещите скорове тръгват от изхода, който трябва да предотвратят, а не от данните, които случайно са под ръка.
Elizabeth Blake Прочети → Designing Surveys That Produce Real Insight
Most surveys fail before the first question is written, because no one decided what decision the answers were meant to inform.
Elizabeth Blake Прочети → What Journey Analytics Reveals
The score that predicts whether a customer stays is not how any single touchpoint feels. It is how the whole journey holds together, and most companies are still measuring the wrong thing.
Elizabeth Blake Прочети → How Customer Segmentation Improves Marketing ROI
Most segmentation projects produce slides, not lift. The ones that move ROI tie each segment to a different action, a different budget, and a measured return.
Elizabeth Blake Прочети → Predicting Customer Churn With Data
Most churn is decided long before the cancellation. The companies that keep customers are the ones that read the early signals and act while there is still something to save.
Elizabeth Blake Прочети → What Customer Experience Research Actually Tells You
Most CX research produces a number nobody can act on. The research that earns its keep does one thing: it names which experiences move loyalty and revenue, and proves it.
Elizabeth Blake Прочети → Customer Lifetime Value, Explained
CLV is not a marketing metric. It is the price you can afford to pay for a relationship, and the discipline that decides where every dollar of acquisition and retention spend should go.
Elizabeth Blake Прочети → Измерване на познаваемостта и възприятието за марката
Познаваемостта Ви вкарва в списъка на обмисляните марки; възприятието решава дали ще изберат именно Вас. Марките, които растат, измерват и двете в едно и също проучване и ги обвързват с това кой реално купува.
Elizabeth Blake Прочети → Driver Analysis: Finding the Few Things That Move CX
Most experience teams act on the loudest feedback. Driver analysis tells you which factors actually move satisfaction, loyalty, and revenue, and by how much.
Elizabeth Blake Прочети → Brand tracking: какво представлява и как да го провеждате
Brand tracking оправдава бюджета си едва когато спре да отчита разпознаваемост и започне да прогнозира търсенето, ценовата сила и пазарния дял, които брандът ви ще има през следващото тримесечие.
Elizabeth Blake Прочети → Все още няма материали в тази област.