Moving homes. Paying bills. Flying home. Each of these journeys opens the door to improving customer experiences and, ultimately, maximizing customer lifetime value. The key to unlocking that door, however, starts with reaching out for feedback from your customers.

While I’d like to say I’ve been 100% productive during the pandemic, my wife and I have used some of our downtime to catch up on eight of the 17 seasons of the cooking competition show Top Chef. Here's what I've learned.

When you think of your company's call center, your first thought is of the cutting-edge technology they are using to improve the customer experiences...right?

Bellomy’s National Utility Study, fielding since 2012, was designed to keep a pulse on upcoming trends and opportunities within the utility industry. It’s a flexible study that tracks national and regional satisfaction with utility providers and focuses on hot topics in the industry.

They say there are no new ideas but, based on the volume of DIYs and life hacks online, it doesn’t seem like social media users would agree.

When developing a new product line or evaluating whether it might be time to adjust an existing one, you want to get a sense of how well each combination of products might perform in front of consumers and how profitable each could be. But how do you predict measurements as obscure as reach or as uncertain as profitability?

Depending on objectives and feasibility, weighting data may be an appropriate way to measure a population of interest when your sample isn't representative of your desired population.

Researchers and customer experience analysts need to mine this valuable resource effectively and responsibly to improve their business, identify strengths and weaknesses, and take corrective action where needed.

It's a common belief that the death knell has been sounding for years to announce that the traditional bank branch has outlived its usefulness — and the COVID-19 impact has simply accelerated that sentiment.