Insights
Dowody zamiast opinii
Spojrzenie na badania, analitykę i doradztwo w obszarze customer experience oraz na to, jak zamienić dane o doświadczeniach w decyzje, których da się obronić.
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 Czytaj → 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 Czytaj → 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 Czytaj → Wiedza, która odpowiada: asystenci AI dla wewnętrznej ekspertyzy
Wewnętrzny asystent AI to nie wyszukiwarka z dymkiem czatu. To zarządzana warstwa nad wiedzą firmy, która zamienia jej zbiorową ekspertyzę w odpowiedź dostępną dla każdego pracownika w kilka sekund.
Ivan Stavrev Czytaj → 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 Czytaj → Agenci AI w obsłudze klienta: od deflekcji do rozwiązania sprawy
Liczy się nie to, że chatboty odpowiadają szybciej. Przełom to agenci, którzy rozwiązują sprawy, eskalują je z pełnym kontekstem i uczą się z każdego kontaktu, a ludzie trafiają tam, gdzie liczy się osąd.
Ivan Stavrev Czytaj → 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 Czytaj → 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 Czytaj → 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 Czytaj → 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 Czytaj → 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 Czytaj → 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 Czytaj → 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 Czytaj → 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 Czytaj → Jak zbudować wskaźnik kondycji klienta, który przewiduje churn
Wskaźnik kondycji warto budować tylko wtedy, gdy zmienia to, do kogo zespół zadzwoni w poniedziałek rano. Te, które działają, wychodzą od skutku, któremu mają zapobiec, a nie od danych, które akurat są pod ręką.
Elizabeth Blake Czytaj → 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 Czytaj → 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 Czytaj → 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 Czytaj → 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 Czytaj → 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 Czytaj → 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 Czytaj → Pomiar świadomości i postrzegania marki
Świadomość wprowadza cię do zbioru rozważanych opcji, a postrzeganie decyduje o tym, czy zostaniesz wybrany. Marki, które rosną, mierzą oba te aspekty w jednym badaniu i wiążą je z tym, kto faktycznie kupuje.
Elizabeth Blake Czytaj → 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 Czytaj → Brand tracking: czym jest i jak go prowadzić
Brand tracking zaczyna się zwracać dopiero wtedy, gdy przestaje raportować świadomość, a zaczyna przewidywać popyt, siłę cenową i udział rynkowy, jakie Twoja marka osiągnie w kolejnym kwartale.
Elizabeth Blake Czytaj → Brak artykułów w tym obszarze.