Harvard Business Review: Better customer insight – in real time

Real time experience tracking: How it works

We’ve been working with MESH Planning for the past 3 years to develop the analytics around the unique real time experience tracking tool they developed.  A paper drawing on this work appeared in the September issue of Harvard Business Review (http://hbr.org/2012/09/better-customer-insight-in-real-time/ar/1)

Here’s a brief video interview where I talk about our work at Cranfield using this unique approach:


Dr Emma K. Macdonald
CCMF Research Director

This entry was posted in Customer centricity, Customer experience, Customer insight, digital marketing, Harvard Business Review, Marketing communications, measurement, Real time experience tracking and tagged , , , , , , . Bookmark the permalink.

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