You can’t shortcut your way to CX ROI.
You can’t shortcut your way to CX ROI. Read More »
June 2025
“Surveys Are Dead” is Lazy Thinking — Here’s Why That’s a Problem
You’ve probably seen the posts: “Surveys are dead.” “Nobody wants to answer surveys anymore.” “AI is the new voice of the customer.” Bold claims. Big likes. And mostly… nonsense. Let’s Be Clear. Surveys aren’t dead. Bad surveys are dead. Lazy surveys. Bloated surveys. Generic, transactional, “check-the-box” surveys that were never built to provide insight in
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Culture Still Beats Kiosks
The 2025 ACSI report reveals what many QSRs would rather ignore: customer satisfaction is slipping, and efficiency alone won’t fix it. While Chick-fil-A has once again claimed the top spot in customer satisfaction—its 11th consecutive year—legacy brands like KFC, Sonic, Five Guys, and McDonald’s have seen measurable declines. At first glance, these score changes may
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If Your CX Is Just “Fine,” You’re Already Falling Behind
Let’s be honest: if your customer experience is just “fine,” you’re already in trouble. In a market saturated with options and shaped by rising expectations, mediocrity isn’t neutral—it’s a business risk. Forgettable experiences quietly drain profitability, loyalty, and growth. Yet many organizations cling to them. Not intentionally, but unknowingly. It’s time to change that. The
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