Insights

Designed for customer experience professionals and anyone interested in the customer experience, here in CCMC’s Connect the Dots blog, you will find our latest insights, inspiration and ideas about the Voice of the Customer, customer experience research and surveys, customer-centered strategic planning, best customer care management and consulting practices and more.

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Thought leaders in the CX field, CCMC principals are sought after speakers, challenging participants to apply what they see and hear to their day-to-day responsibilities for delivering a better customer experience, and their authorship is among the most highly regarded in the field. 

Here you can search for CCMC white papers, case studies and articles by CCMC executives as well as press about CCMC’s thought leadership and research.

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In 2017, CCMC and Center for Services Leadership at Arizona State University conducted an independent, scientific and longitudinal study of customer satisfaction with corporate customer care. This is the eighth study wave since CCMC founders conducted the first customer care research in the US for the 1976 White House. Find the key findings here, along with videos, an infographic, press articles and more about the rage study.

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Featured Post

Target Setting – Folding Science Into Art

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Featured Article

How The Net Promoter Score Is Like Global Warming – Why Omnibus CX Metrics Can Breed the Unintended Consequences of Inaction

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Thought Leadership

2017 Rage Study

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