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Perspektiven auf Customer-Experience-Research, Analytics und Advisory und darauf, wie aus Experience-Daten Entscheidungen werden, die Sie auch vertreten können.
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 Lesen → 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 Lesen → 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 Lesen → Wissen, das antwortet: KI-Assistenten für internes Fachwissen
Ein interner KI-Assistent ist keine Suchmaske mit Chat-Blase. Er ist eine kontrollierte Schicht über Ihrem Wissen, die das kollektive Fachwissen des Unternehmens in eine Antwort verwandelt, die jeder Mitarbeitende in Sekunden erreicht.
Ivan Stavrev Lesen → 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 Lesen → KI-Agenten im Kundenservice: Von der Abwehr zur Lösung
Entscheidend ist nicht, dass Chatbots schneller antworten. Entscheidend sind Agenten, die Anliegen lösen, mit Kontext eskalieren und aus jedem Kontakt lernen, während der Mensch dort eingesetzt wird, wo Urteilsvermögen den Unterschied macht.
Ivan Stavrev Lesen → 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 Lesen → 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 Lesen → 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 Lesen → 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 Lesen → 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 Lesen → 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 Lesen → 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 Lesen → 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 Lesen → Einen Account-Health-Score entwickeln, der Abwanderung vorhersagt
Ein Health-Score lohnt sich nur, wenn er verändert, wen Ihr Team am Montagmorgen anruft. Die Modelle, die funktionieren, setzen beim Ergebnis an, das sie verhindern sollen, nicht bei den Daten, die zufällig herumliegen.
Elizabeth Blake Lesen → 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 Lesen → 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 Lesen → 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 Lesen → Kundenabwanderung datenbasiert vorhersagen
Die meiste Abwanderung ist längst entschieden, bevor die Kündigung kommt. Wer Kunden hält, liest die frühen Signale und handelt, solange es noch etwas zu retten gibt.
Elizabeth Blake Lesen → 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 Lesen → 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 Lesen → Markenbekanntheit und Markenwahrnehmung messen
Bekanntheit bringt Sie in das Relevant Set; die Wahrnehmung entscheidet, ob Sie gewählt werden. Marken, die wachsen, messen beides in derselben Befragung und verknüpfen es mit denen, die tatsächlich kaufen.
Elizabeth Blake Lesen → 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 Lesen → Brand Tracking: Was es ist und wie Sie es umsetzen
Brand Tracking rechtfertigt sein Budget erst, wenn es nicht mehr nur Bekanntheit berichtet, sondern die Nachfrage, Preissetzungsmacht und Marktanteile vorhersagt, die Ihre Marke im nächsten Quartal erreichen wird.
Elizabeth Blake Lesen → In diesem Bereich gibt es noch keine Beiträge.