Jeff Blair stories

Jeff Blair explores the realities of customer experience measurement, especially where traditional metrics fall short. His writing examines why organizations can be flooded with CX data yet still miss the early signs of friction that matter most to customers.

Through practical analysis and clear examples, Jeff highlights the hidden effort customers expend across complex journeys, and how outdated approaches obscure these pain points. Readers can expect to learn how to modernize their CX measurement, close long-standing gaps, and focus on the signals that truly drive loyalty and operational improvement.