Perspectives
Les preuves avant les opinions
Des analyses sur la recherche, l'analytique et le conseil en expérience client, et sur l'art de transformer les données d'expérience en décisions que vous pouvez défendre.
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 Lire → 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 Lire → 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 Lire → Le savoir qui vous répond : des assistants IA au service de l'expertise interne
Un assistant IA interne n'est pas une barre de recherche agrémentée d'une bulle de conversation. C'est une couche gouvernée posée sur votre savoir, qui transforme l'expertise collective de l'entreprise en une réponse accessible à chaque collaborateur en quelques secondes.
Ivan Stavrev Lire → 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 Lire → Les agents IA dans le service client : de la déviation à la résolution
Ce qui change vraiment, ce ne sont pas des chatbots qui répondent plus vite. Ce sont des agents qui résolvent, escaladent avec le contexte et apprennent de chaque contact, en plaçant l'humain là où son jugement crée de la valeur.
Ivan Stavrev Lire → 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 Lire → 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 Lire → 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 Lire → 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 Lire → 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 Lire → 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 Lire → 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 Lire → 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 Lire → Construire un score de santé client capable de prédire l'attrition
Un score de santé ne vaut la peine d'être construit que s'il change la liste des comptes que votre équipe appelle le lundi matin. Ceux qui fonctionnent partent du résultat qu'ils doivent éviter, et non des données qui traînent par hasard.
Elizabeth Blake Lire → 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 Lire → 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 Lire → 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 Lire → Prédire l'attrition client grâce aux données
La plupart des départs se jouent bien avant la résiliation. Les entreprises qui fidélisent sont celles qui savent lire les signaux précoces et agir tant qu'il reste quelque chose à sauver.
Elizabeth Blake Lire → 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 Lire → 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 Lire → Mesurer la notoriété et la perception de marque
La notoriété vous fait entrer dans l'ensemble de considération ; la perception décide si l'on vous choisit. Les marques qui croissent mesurent les deux, dans une même enquête, et les relient à ceux qui achètent vraiment.
Elizabeth Blake Lire → 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 Lire → Le suivi de marque : ce que c'est et comment le mener
Le suivi de marque ne justifie son budget que lorsqu'il cesse de mesurer la notoriété pour commencer à anticiper la demande, le pouvoir de fixation des prix et la part de marché que votre marque captera au prochain trimestre.
Elizabeth Blake Lire → Aucun article dans ce domaine pour l'instant.