Customer loyalty

Customer experience (CX) leaders are called upon to lift customer loyalty, which, of course, means they have to measure loyalty. There are two broad ways to measure customer loyalty: Attitudinal measures and behavioural measures. Too often, CX leaders lean on one or the other, but delivering reliable CX results requires

Survey software company SurveyMonkey is buying Usabilla, a leading global Voice of Customer (VoC) technology provider. The cash and equity deal is worth around $80 million and is expected to close  in Q2 2019. Headquartered in Amsterdam, Usabilla has 450 customers in 35 countries Lufthansa, Philips, and Vodafone, which use