Insights
I fatti, non le opinioni
Prospettive su ricerca, analytics e advisory per la customer experience, e su come trasformare i dati di experience in decisioni che puoi difendere.
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 Leggi → 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 Leggi → 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 Leggi → La conoscenza che ti risponde: assistenti AI per le competenze interne
Un assistente AI interno non è una casella di ricerca con una bolla di chat. È uno strato governato sopra la vostra conoscenza, che trasforma le competenze collettive dell'azienda in una risposta che ogni dipendente può raggiungere in pochi secondi.
Ivan Stavrev Leggi → 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 Leggi → Agenti AI nel servizio clienti: dalla deviazione alla risoluzione
Il cambiamento che conta non sono chatbot che rispondono più in fretta. Sono agenti che risolvono, scalano con il contesto e imparano da ogni contatto, con le persone collocate dove il giudizio fa la differenza.
Ivan Stavrev Leggi → 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 Leggi → 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 Leggi → 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 Leggi → 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 Leggi → 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 Leggi → 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 Leggi → 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 Leggi → 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 Leggi → Costruire un Account Health Score che prevede il churn
Un health score vale la pena costruirlo solo se cambia chi il tuo team chiama lunedì mattina. Quelli che funzionano partono dal risultato che devono prevenire, non dai dati che capita di avere a portata di mano.
Elizabeth Blake Leggi → 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 Leggi → 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 Leggi → 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 Leggi → Prevedere l'abbandono dei clienti con i dati
La maggior parte degli abbandoni è decisa molto prima della disdetta. Le aziende che trattengono i clienti sono quelle che leggono i primi segnali e agiscono quando c'è ancora qualcosa da salvare.
Elizabeth Blake Leggi → 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 Leggi → 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 Leggi → Misurare la notorietà e la percezione del brand
La notorietà ti fa entrare nel set di considerazione; la percezione decide se vieni scelto. I brand che crescono misurano entrambe, nella stessa survey, e le collegano a chi compra davvero.
Elizabeth Blake Leggi → 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 Leggi → Brand tracking: cos'è e come gestirlo
Il brand tracking giustifica il suo budget solo quando smette di misurare la notorietà e inizia a prevedere la domanda, il potere di prezzo e la quota di mercato che il tuo brand conquisterà il prossimo trimestre.
Elizabeth Blake Leggi → Ancora nessun articolo in quest'area.