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As the coronavirus dominates the global headlines, businesses should take both defensive and strategic actions—focusing on customers, employees, and brand. Read more »

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  • Report Cultural Bias In CX Studies: Real, But Not As Relevant As You Think

    Quantifying Cultural Bias In Customer Experience
    April 12, 2017 | Kyle Steinhouse

    Improving customer experience (CX) is a vital business priority. But for global brands, measuring and reporting CX can be tricky. Are intercountry differences in CX metrics due to cultural biases...

  • Report Three Ways To Drive Document Value

    How To Keep Documents From Being The Weak Link In Your Customer Experience
    November 2, 2010 | Elizabeth Boehm

    Despite consumers' increasing online migration, documents — both paper and electronic — remain central to their relationships with many of the companies they do business with. But the role of...

  • Report Designing Interactions For An Aging Population

    Are Old People Getting Wired, Or Are Young People Just Getting Old?
    July 31, 2007 | Elizabeth Boehm

    The oldest members of the baby boom generation hit 60 this year, signaling the first edge of an unprecedented tidal wave that will swell the ranks of senior technology users. But today's seniors...

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