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In today’s retail landscape, the ability for organizations to be fluid and agile when it comes to evolving their customer experience is paramount. To do this effectively means listening to customers early and often, broadening your signal strategy and creating a continuous feedback loop with stakeholders who can act on early warning signs of friction in close to real time. Listen to Medallia’s Strategy Analytics team discuss how the conversation

Originally published on WHICH 50 on April 30, 2015 As an industry, banking does a poor job of creating loyalty among its customers. According to a recent Temkin Group report, consumers in the US are more likely to recommend their fast food restaurants and airlines (airlines?!) to a friend or colleague than their bank. That is not good. Australian banks are taking note.  Three of the big four banks have seen a