CX by Design

In our series on Active Listening, we’ve not only introduced what Active Listening is, but we’ve provided a practical introduction to utilizing the method in customer research. In the latter…

The last piece in this series provided a conceptual look at how to practice active listening when facilitating customer interviews. Our advice was to “simply be present”; though anyone who’s…

It’s been mentioned time [1] and again [2] that Active Listening is a key component to exercising empathy. Further, we all know by now that empathy is a main focus…