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Black Swan: Book Review

In a matter of weeks, Covid-19 has gone from a distant piece of news, to a massive global shock. It’s been called a true “Black Swan” event. The term Black Swan was coined by Nassim Nicholas Taleb in his 2007 bestseller: “Black Swan: The Impact of The Highly Improbable.” Many of us have heard the […]

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3 takeaways from Forrester’s CX NYC event

Customer Thermometer sponsored Forrester’s excellent CX NYC 2019 event a few weeks ago. We were lucky enough to attend many of the sessions, and have pulled together what Forrester highlighted as the biggest Customer Experience transformation challenges, and our top 3 takeaways: 2019’s Biggest CX Transformation Challenges Takeaway 1: CX is stagnating Forrester data demonstrates […]