Organizations have invested heavily in understanding their customers. Customer satisfaction scores, Net Promoter Scores, reviews, complaints, contact center data, and social sentiment have become essential tools for measuring the customer experience. They tell us what customers think, how they feel, and whether their expectations are being met. These measures are valuable, but they rarely tell the whole story. Customer feedback is often treated as the destination of analysis

Remember, the overarching goal of DEI in the workplace is to manage and mitigate risks by: Prohibiting discrimination Fostering respect...

During a recent presentation of findings and recommendations from a data-driven DEI Analytics & Reporting project, DEI hiring challenges...