The Experience Stack
Jon HarrisBuilding smarter contact centers, one product decision at a time
| Platform |  | Pricing | Only free issues | Publishes | Weekly |
|---|---|---|---|---|---|
| Issues | 31 | Subscribers | Read | theexperiencestack.substack.com |
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Latest Issues
Recent posts by this newsletter. Browse the email archive.
Signal vs. Noise: Making Sense of Experience Data
We’re not short on feedback. If anything, most organizations are buried under it. Surveys, call transcripts, chat logs, online reviews, NPS comments, agent notes, the list is endless. The problem isn’t getting data; it’s turning that data i...
Designing VoC & VoA Programs That Drive Change
## The Listening Trap
Why Listening to Agents Improves Customer Experience
When organizations discuss “listening,” the focus often centers on the customer. Surveys, NPS, and social media monitoring are all important signals. However, companies often overlook the most immediate and insightful feedback loop they hav...
Voice of the Customer ≠ NPS
For too long, organizations have treated Voice of the Customer (VoC) as synonymous with Net Promoter Score (NPS). Ask a quick “Would you recommend us?” question, tally the results, and call it a day.
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