Lies, Damn Lies, and Customer Statistics
Finding the Missing Bridge Between Customer Metrics and Corporate Value Dallas Area Rapid Transit put out a press release this month with three records in it: highest-ever NPS, highest…
The Unexamined Half of Customer Worth
Customer experience metrics describe what happened but rarely suggest what to do about it, and almost never convey what a moment was actually worth. Today, the CX industry is beginning to…
Your Redemption Rate Is Lying to You
Brands spend enormous amounts of money creating incentives designed to influence customer behavior. Points, rebates, promotional credits, cashback, gift cards, loyalty currencies, coupons and…
Passikoff: Caveat Venditor
Yes, I know you’re used to the other caveat maxim, but that’s not what came to mind when I read Jeff Bezos is backing Slate Auto. They’re the EV startup coming out with a minimalist,…
August 10, 2026
Keep Up to Date with the Most Important News
Keep Up to Date with the Most Important News
What Verint’s Keynote Says About Where Enterprise CX AI Is Actually Going
The annual conference keynote is a reliable artifact. Strip away the production value and the carefully sequenced demos, and what’s left is a vendor’s best current argument for why the market…

