Insights
Manda la evidencia, no la opinión
Perspectivas sobre research, analytics y advisory de experiencia de cliente, y cómo convertir los datos de experiencia en decisiones que puedas defender.
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 Leer → 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 Leer → 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 Leer → Conocimiento que responde: asistentes de IA para la experiencia interna
Un asistente de IA interno no es un buscador con una burbuja de chat. Es una capa gobernada sobre tu conocimiento que convierte la experiencia colectiva de la empresa en una respuesta que cualquier empleado alcanza en segundos.
Ivan Stavrev Leer → 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 Leer → Agentes de IA en atención al cliente: del desvío a la resolución
El cambio que importa no es que los chatbots respondan más rápido. Son agentes que resuelven, escalan con contexto y aprenden de cada contacto, con las personas situadas donde su criterio aporta valor.
Ivan Stavrev Leer → 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 Leer → 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 Leer → 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 Leer → 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 Leer → 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 Leer → 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 Leer → 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 Leer → 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 Leer → Cómo construir un Account Health Score que prediga la fuga de clientes
Un health score solo merece la pena si cambia a quién llama tu equipo el lunes por la mañana. Los que funcionan parten del resultado que pretenden evitar, no de los datos que casualmente tienes a mano.
Elizabeth Blake Leer → 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 Leer → 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 Leer → 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 Leer → Predecir el abandono de clientes con datos
La mayoría de las bajas se deciden mucho antes de la cancelación. Las empresas que retienen clientes son las que leen las señales tempranas y actúan cuando todavía hay algo que salvar.
Elizabeth Blake Leer → 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 Leer → 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 Leer → Cómo medir el conocimiento y la percepción de marca
El conocimiento te mete en el conjunto de consideración; la percepción decide si te eligen. Las marcas que crecen miden ambas cosas, en la misma encuesta, y las conectan con quién compra de verdad.
Elizabeth Blake Leer → 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 Leer → Brand tracking: qué es y cómo ponerlo en marcha
El brand tracking solo justifica su presupuesto cuando deja de medir notoriedad y empieza a anticipar la demanda, el poder de fijación de precios y la cuota que tu marca tendrá el próximo trimestre.
Elizabeth Blake Leer → Aún no hay artículos en esta área.