Rich is a senior analyst serving customer experience (CX) professionals. He focuses on helping clients build and mature voice-of-the-customer (VoC) and CX measurement programs. His work includes connecting CX to business value and demonstrating the ROI of improving CX. He helps organizations apply advanced analytic techniques to improve CX practices’ ability to generate actionable insights.
To champion advanced CX analytics, CX leaders should create a vision, compile the right data, produce actionable insights, and put them to work.
Advanced analytics, including AI-powered techniques, unlock the future of experience management by transforming CX from a reactive to a proactive practice.
Amid broader CX stagnation, success in 2025 will favor the bold CX leaders who strategically invest to achieve differentiation and drive growth.
CSAT weakened in 2024, as the averages for eight of the nine industries and four in 10 brands significantly declined.
CSAT weakened in 2024, as the averages for over two-thirds of industries and over a quarter of brands significantly declined.
CX leaders must ensure alignment between customer feedback and operational metrics.
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