You have to take action to make customer feedback meaningful, and it starts with closed-loop follow-up. As practitioners, we are getting much better at making customer feedback operational. But as we ...

Meta’s investment in Scale makes one thing clear: in the era of foundation models, owning a high-fidelity data supply is the new strategic moat. But you don’t need to be Meta, or spend billions, to ...

Today’s consumers are asked to rate their experiences multiple times per day. You can hit a smiley face if the airport bathroom is clean and, if not, a frowny face. You’re encouraged to rate the ...