Category Archives: Kevin Muoio

Playing the guessing game when it comes to customer experiences can often lead to wrong answers or misleading information. However, that doesn’t stop people from doing it. The company leaders I talk to do it every day because they continue to analyze customer experiences using behavioral data alone. Measuring behavior alone is like watching TV on MUTE -it’s all picture and no sound. You can see the action, you can see the actors moving around, lips moving and arms flailing (if the show’s really good) but you can’t understand what’s going on, what the characters’ motives are, what’s happening now … Continue reading →