Ideas, methods, and stories from the frontier of customer intelligence.
Articles, case studies, webcasts, and podcast appearances — explore how organizations turn qualitative customer data into strategic advantage.
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The Wheel of Progress explained (Cargo Bike case)
This video showcases the value of working with the #wheelofprogress.
Uncovering Hidden Customer Needs
Duration: 33 minutes. Originally presented as a live educational podcast.
Do You Really Understand Your Customer’s Hidden Motivation?
Duration: 30 minutes. Originally presented as a live educational podcast.
Jobs to be done research case study
How “feeling” the customer’s pains helped to shape io Health’s home health documentation solution. In May 2023, io Health and
The Wheel of Progress: Designing Experiences (Delighted Customers)
Eckhart climbed through the ranks at Microsoft leveraging his background as an industrial engineer turned customer experience maestro. He sheds
Episode 56: The Wheel of Progress (Product Quest)
Our guest today, Eckhart Boehme, is a strategy consultant and the developer of the Customer Progress Design method. He is
Aligning with Customers Around Their Jobs to be Done
Understanding and aligning with customers’ “jobs to be done” is crucial for organizational success. This webcast explores common misalignments in
Invitation to Michigan State University
In October I was invited to run a workshop for the first three cohorts of the Customer Experience Management Master
Talk at Business Agility Meetup Berlin
Meetup on 19. Sept. 2023 How do you generate data on which to base reliable product and marketing decisions? What