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Steven Walden
Steven Walden
Member Since: 9th May 2016
Steven Walden
Senior CX Consultant Reply Group
  • Articles
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11th Apr 2022

Why an operational customer satisfaction score is the perfect complement to NPS

By using human insight together with technology, companies can define an operational satisfaction score (Op-SAT). Such a metric enables...
Data
21st Mar 2022

Cynefin framework: Find the right CX measurements to use by solving a major metrics misconception

Customer experience (CX) is a complex mix of what customers think-feel and do. So, when it comes to managing CX, which metrics should we...
Data
5th Mar 2021

Six ideation methods to improve customer journey mapping

The following is an abridged extract from Steven Walden’s book Customer Experience Management Rebooted – Are You An Experience Brand Or An...
Engagement
24th Nov 2020

The five myths about emotion – and their implications for CX professionals

Emotion is a big word! It’s also one that causes some confusion. For instance, most CX professionals believe that: Emotions are separate...
Engagement
18th Aug 2017

Crack your customer experience strategy: The one question you need to ask

It stands to reason that all CEOs, CTOs, CIOs, CMOs and COOs are going to express interest and support for customer experience. After all,...
Engagement

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