Beyond Philosophy

MARCH 4, 2019

The latest developments in this field are changing the way we can measure authentic customer emotions in real time. We discussed how technology and facial recognition are changing how to measure authentic customer emotions in real time on our latest podcast. We’ve been measuring emotions since 2005 with surveys.

2005 102

2005 Measurement Consulting Technology 102

SuiteCX

FEBRUARY 22, 2017

I became acquainted with the concept of moments of truth (MOTs) in my process-improvement work in 2005. Then, the definition was any interaction in the process that includes the “paying customer.” He was one of the first to suggest that value is co-created with the customer, and that products are better bundled as services.

Definition 45

Definition Touchpoint Airlines Interaction 45

SuiteCX

FEBRUARY 22, 2017

I became acquainted with the concept of moments of truth (MOTs) in my process-improvement work in 2005. Then, the definition was any interaction in the process that includes the “paying customer.” He was one of the first to suggest that value is co-created with the customer, and that products are better bundled as services.

Definition 40

Definition Touchpoint Airlines Interaction 40