Category: Customer Experience Strategy

Customer experience research is evolving rapidly—especially for B2B companies, where their high-value relationships demand precision insights. That’s why earlier this month, for our B2B CXPA Roundtable, I hosted Matt Egol, Jack-Morgan Mizell, and Gillian Salerno-Rebic to explore the possibilities and limitations of using AI for research. I posed questions to the group to get their take […]

What Is Customer Retention and Why Does It Matter? Customer retention may sound like business jargon, but really, it’s just the art of keeping your customers happy enough that they stick around. Think about your favorite coffee shop. Maybe they offer you a punch card where you earn a free coffee after ten purchases. That’s […]

Just as customer satisfaction surveys reveal gaps in happiness, the right customer experience software bridges them; It helps you meet customers where they are and deliver personalized support every step of the way. Today’s rising CX demands mean AI, omnichannel engagement, and deep personalization are no longer “nice-to-have” in your customer data platform—they’re essential features […]

Looking back on 2024, one question stands out in the world of customer experience (CX): How do companies get to the bottom of their customers’ journeys—in ways that spark bottom-line success? In December’s CXPA B2B Roundtable hosted by Martha Brooke, and featuring Dave Seaton, that very question took center stage. The discussion highlighted the synergy […]

Last Updated: May 8, 2025 Looking for a customer experience research firm? The best firms go beyond surface-level feedback to deliver data you can act on—helping you retain customers, boost loyalty, and stand out from competitors. Here’s how to find the right partner and what makes research firms like Interaction Metrics different. At Interaction Metrics, […]

Companies seem inordinately invested in their customer experience (CX) strategy. They send surveys, analyze touchpoints, and build out customer personas. But an alarming paradox has emerged: Customers are more dissatisfied than ever. According to Forrester Research, in 2023, for the second year in a row, the quality of customer experience among U.S. brands declined. In […]

Introducing the latest team member to join Interaction Metrics: there’s now an Interaction Metrics GPT!   You can ask our OpenAI-backed search bot anything you want about customer surveys, customer service, or anything else related to measuring and improving the customer experience. Check it out here!  Here are a few questions you might want to […]

Your CEO has come to embrace customer success! Terrific! And you’ve been tapped to lead a customer experience team. But where should you focus for immediate yet lasting change? Do you need a lengthy class or book on customer experience principles? Nope! Short is sweet, and this brief article gives you a primer on the […]

CX vs. UX: I’m often asked what’s the difference. CX (short for customer experience) and UX (short for user experience) are sometimes used interchangeably. But they have different agendas and focal areas. The best way to think about CX vs. UX is that customer experience spans the ENTIRE customer journey. UX is a piece of […]

Last updated: October 21, 2025 Companies depend on enthusiastic customers to grow and thrive. And yet, customer satisfaction remains elusive. As of Q2 2025, the American Customer Satisfaction Index average is 76.9; while typically, the XM Institute reports an average Net Promoter Score of 15. Why are so many companies still earning a C grade […]

In 1620, Francis Bacon broke with the conventions of his time by articulating a new approach to investigating nature. It’s what we now call the Scientific Method, a way of thinking which remains the gold standard for how we comprehend the world today. Instead of looking to fate or mysticism to explain nature, the Scientific […]