During the dot com boom, I got my first real job at internetnews.com, reporting on new internet startups and how legacy brands tried to keep up with the new online world. There, I was introduced to trade shows by attending Internet World, a sprawling event where the enthusiasm and excitement was palpable for how the internet was changing the world in real time. This year, I got a similar feeling...
This article was written as part of a partnership between 1to1 Media and the European Customer Experience Organization. Talk to someone like Lynn Hunsaker and she’ll tell you there’s some 24 metrics to convey the value of the customer experience. She’s dissected and painstakingly diagrammed each one. When all the Venns, funnels, PowerPoints, histograms, flowcharts, and scatter plots are set aside, however, something remarkable becomes evident: While there are two dozen CX...

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