If you'd like to incentivize your team, you may consider introducing key performance indicator-based bonuses as part of your ...

Decision velocity measures how quickly and effectively an organization can sense change, decide on the best course of action, ...

Legacy metrics—uptime, latency, MTTR—no longer capture operational value in an AI-driven world. Mean time to prevention (MTTP ...

Just like planning the perfect weekend in a new city, backward induction lets you navigate your CX strategy with intention.

In retail, customer experience drives loyalty, yet most organizations cannot pinpoint a single person responsible for it.

A clear brand purpose can be a powerful asset, but only if it’s tied to the specific outcomes your business is trying to ...

Presenting your user experience (UX) work is not just a meeting on the calendar; it is a skill that can either save or ruin a project. It is at this point that ...

Boards and executive buyers are raising the 2026 bar for all product and service rankings and this annual statement explains the standards Black Book applies to keep survey evaluations rigorous, ...

A breakdown of predictive and results-based metrics in college basketball, how the NCAA selection committee uses them, and why balance matters when evaluating tournament resumes.

Emerging AI-powered data discovery and semantic search tools promise to cut through the fragmentation, helping CX teams turn ...

Absenteeism refers to frequent or prolonged absence from work, often beyond what is considered normal or acceptable. While ...