Steven Walden
Member Since: 9th May 2016
Senior CX Consultant Reply Group
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