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 ...

The combination of user data and AI often creates data feedback loops. This means that as a firm gathers more customer data, it can feed that data into machine learning algorithms to improve its ...

Anyone dealing with the airline industry knows the woes of travelers done wrong. Cancelled flights. Overbooked routes. Dragging paying customers off an aircraft. It’s mind boggling how clearly ...