Articles

Please click on the links below to see thought leadership pieces I've written.  Articles will open in a new window.

Research report for Gleanster:

• Top Performers Look to Text Analytics to Listen to the Voice of the Customer
• Customer Feedback Management: Different Roles, Different Objectives

Feedback Management White Papers:

• Becoming a Forward Looking Business
• Feedback Management Across the Enterprise

Customer Case Studies:

• Airmiles: Miles Ahead of the Competition
• Countrywide Financial: Ensuring Operational Excellence
• Egg: Playing the Egg Game: Increased Value in the Customer Experience
• Egg: From Concept to Product in 5 Weeks