We just published issue 83 of Quality Times, our newsletter about measuring the customer experience.
In this issue I have two articles: one about the difference between "insightful" and "useful" data (spoiler alert: they are not the same!), and another about what makes a customer experience brittle.
As always I hope you find this interesting and informative. You can also subscribe to receive our newsletter via email, and receive it as soon as it's published every month.