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Ideas and practice in CX, EX and research.

Essays and guest articles on customer and employee experience, measurement, behavioural science and AI.

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BLOGAI & Analytics
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Where the Data Falls Silent

AI reads what customers do faster than ever. Why they do it still lives in emotion and context, and closing that gap is the work of insight.

COCenk Onur Ozan·20 Oct 2026·4 min read
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AI & Analytics

Where Does the Language Model Sit in Your CX Analytics?

Language models read meaning well but predict poorly. A hybrid set-up links themes to risk scores and to the financial impact a CFO will accept.

Cenk Onur Ozan · 8 Oct 2026 · 3 min read
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Measurement & VoC

What Does NPS Actually Measure?

NPS captures an intention to recommend, not behaviour. Read it as one link in a chain from experience drivers to revenue, not as a target to hit.

Cenk Onur Ozan · 29 Sep 2026 · 2 min read
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Measurement & VoCCX Kaleidoscope #6

Designing a Data-Driven Customer Experience

How Yves Rocher combines CRM data, research and an automated NPS programme across stores, web and app to design a data-driven customer experience.

Gül Elitok · 17 Sep 2026 · 2 min read
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Behavioural Science

Kahneman and the Economic Traces of the Human Mind

Loss aversion, peak-end moments and noise: what Daniel Kahneman’s work means for customer experience, employee experience and VoC programmes.

Cenk Onur Ozan · 8 Sep 2026 · 4 min read
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Behavioural Science

Thinking About Sapolsky in a Bank Branch

Stress, control and empathy shape behaviour on both sides of the counter. Lessons from Robert Sapolsky for designing customer and employee experience.

Cenk Onur Ozan · 27 Aug 2026 · 4 min read
BLOG
Measurement & VoCCX Kaleidoscope #1

Track Beyond These 3 Customer Feedback Metrics: NPS, CES, and CSAT

What CSAT, NPS and CES can and can’t tell you, why question wording and scale symmetry matter, and how to analyse metrics built on top-2-box scores.

Prof. Dr. Kaan Varnalı · 18 Aug 2026 · 2 min read
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Behavioural Science

Who Pays the Bill for Thinking?

Every decision costs mental energy. Why simpler choices, shorter journeys and lighter procedures make better experiences for customers and employees.

Cenk Onur Ozan · 6 Aug 2026 · 4 min read
BLOG
Customer Experience

Watching Inside Out: Five Emotions in Customer Feedback

Joy, sadness, anger, fear and disgust each send a different signal in customer feedback. What reading them separately tells a VoC programme.

Cenk Onur Ozan · 28 Jul 2026 · 7 min read
BLOG
Customer Experience

Experiences Sold on the Fear of Missing Out

Algorithms reward envy and the fear of missing out. Why brands that sell on lack wear their customers out, and why meaning may be the stronger draw.

Cenk Onur Ozan · 16 Jul 2026 · 2 min read
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Customer ExperienceCX Kaleidoscope #2

How to Turn a Bad Experience to Good and Regain Trust?

How to spot a negative customer experience, from online comments to complaints, and turn it around through empathy, honesty and follow-up.

Ayşe Bengi Özçelik · 7 Jul 2026 · 3 min read
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Strategy

Trust Has Moved House

Trust used to come from the product. Now it lives in how a brand handles customer data, and customers want clear answers to four questions.

Cloud4Feed Research Team · 25 Jun 2026 · 1 min read
BLOG
Strategy

Why Do Big Projects Stumble?

Big projects rarely fail for lack of effort. They fail on unclear goals, missed signals and slipping scope, and on uncertainty that nobody owns.

Cenk Onur Ozan · 16 Jun 2026 · 2 min read
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SERIES

CX Kaleidoscope Yearbook

Eight guest articles by CX leaders and academics.

See all eight →
Track Beyond These 3 Customer Feedback Metrics: NPS, CES, and CSATProf. Dr. Kaan VarnalıHow to Turn a Bad Experience to Good and Regain Trust?Ayşe Bengi ÖzçelikCustomer Experience Journey DesignUğur Özmen
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NPS NET PROMOTER SCORE Read the guide → CSAT CUSTOMER SATISFACTION Read the guide → CES CUSTOMER EFFORT SCORE Read the guide → eNPS EMPLOYEE NET PROMOTER SCORE Read the guide →

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