Harvard Business Review: Better customer insight – in real time

Cranfield Customer Management Forum

Real time experience tracking: How it works

We’ve been working with MESH Planning for the past 3 years to develop the analytics around the unique real time experience tracking tool they developed.  A paper drawing on this work appeared in the September issue of Harvard Business Review (http://hbr.org/2012/09/better-customer-insight-in-real-time/ar/1)

Here’s a brief video interview where I talk about our work at Cranfield using this unique approach:


Dr Emma K. Macdonald
CCMF Research Director

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