Content You book a flight online. A week later, a marketing email offers you a discount on the trip you already paid full price for. At the airport, the support agent can’t see your complaint. After the trip, you fill out a survey. Days pass and you hear nothing back. This is an all-too-common reality; […]

Content The future of customer experience is hidden in plain sight, and it’s not in your surveys.  As CEO of Forsta, I’ve seen how the experience landscape has changed: people don’t always tell you what’s wrong. Increasingly, they simply walk away. Traditional feedback models on their own aren’t fast or rich enough to catch the […]

Content You’ve likely heard the term “tariffs” in recent media coverage; consumers have been inundated with the phrase in the last few months. While many are still uncertain of their exact implications, one thing is certain: tariffs are impacting the economy at a global level.   In today’s unpredictable and uncertain economic landscape, few forces are […]

Content Despite all the buzz around delivering a positive customer experience, some still see Customer Experience (CX) management as soft science, as more PR than performance. And you can’t blame them. Early CX programs were long on surveys and short on outcomes. For years, NPS ruled the roost, offering scores without context and feedback without […]