by PO Dream Team | Apr 9, 2025 | B2C, Customer Loyalty, CX, Insights, Research
Freelancing & CX: The Trust Factor That Turns Clients into Long-Term Partners By Marvin Heffernan When I transitioned to being a freelance researcher, I knew there would be trade-offs – less security but more freedom, less consistency but greater...
by PO Dream Team | Mar 24, 2025 | Employee Experience, Employee Loyalty, Insights, Research
How to Rekindle Employee Engagement: Fixing the Disconnect with Surveys By Marvin Heffernan A recent article from HR Dive highlighted that nearly half of employees feel pressured to withhold their true opinions when filling out employee engagement surveys, while some...
by PO Dream Team | Mar 10, 2025 | B2C, Customer Loyalty, CX, Insights, Research
Nomadic Lessons for Exceptional Customer Experience By Marvin Heffernan From a young age, I was captivated by maps and the allure of distant places. That fascination never faded, and much of my free time is spent solo exploring our complex yet exhilarating planet. For...
by PO Dream Team | Feb 18, 2025 | B2C, Customer Loyalty, CX, Insights, Research
What Kaizen and Omotenashi Teach Us About the Future of Customer Experience By Marvin Heffernan Like many, I’ve long been fascinated by Japan’s unique culture. Though I never expected to visit, a cheap flight from Vietnam to Tokyo gave me the perfect excuse. As a CX...
by PO Dream Team | Sep 16, 2024 | B2B, B2C, Data, Insights, Internal Teams, Key Accounts, Leadership, NPS & CSAT, Research, Stakeholder Alignment
Nothing compares to certainty (revisited) By Harry Cruickshank Critical thinking is a core skill, essential in the complex, ever-changing world of business. It’s an attitude that questions everything, seeks knowledge and pursues the most effective and pragmatic...
