Metrics miss why. Behavioral data tracks what happened, but it rarely explains why customers act or leave. Feedback loops fill in those gaps. Ask, act, announce. Closing the loop requires three steps.

You have to take action to make customer feedback meaningful, and it starts with closed-loop follow-up. As practitioners, we are getting much better at making customer feedback operational. But as we ...

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Value stream management involves people in the organization to examine workflows and other processes to ensure they are deriving the maximum value from their efforts while eliminating waste — of ...

If you’ve ever found yourself amazed by the capabilities of AI conversational models like ChatGPT but wishing they could offer just a touch more refined or in-depth answers, you will be pleased to ...