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More Experiences-matter

Archives by year: 

  • December 19, 2019

    AI in the announcer’s booth

    by Kevin Maney
    Artificial intelligence could soon deliver sports commentary customized to a viewer’s preferences. And if robots can learn to do this sort of talking, the applications could be far-reaching.
  • October 28, 2019

    Using culture to offer more customer-centric healthcare

    by Jaime Estupiñán, Alice Zhou, and Jessica Geiger
    What it means for healthcare companies to serve patients effectively is changing. Here’s how understanding and transforming your culture can help you get there.
  • May 22, 2019

    Why Net Promoter Score is past its prime

    by Matt Egol
    The metric was useful in simpler times, when companies were beginning to understand the importance of customer experience. But it’s time to replace it.
  • s+b Blogs
    May 21, 2019

    Banking on voice

    by Mohib Yousufani and Julien Courbe
    Voice-assisted devices will revolutionize the financial-services industry by providing customers with on-demand service and by helping banks reduce costs.
  • March 29, 2019

    ROX: How to get started with the new experience metric

    by Matthew Egol, Reid Carpenter, and Sujay Saha
    Make sure you understand “return on experience” — the new way of tracking the results of your investments in customer and employee experiences — and how to implement it.
  • s+b Blogs
    January 30, 2019

    ROX is the new ROI: Prioritizing customer experience

    by John Maxwell
    Consumers have more power over your company’s success or failure than ever before, and it’s time for a new metric that captures the return on your investment in them.