The Daniel Group

05/29/2026

Kirk Kaiser, Director of Sales Effectiveness, NMC, discusses some lessons learned in his CX experience
https://thedanielgroup.com/resources/blog/cx-success-stories-nmc/

05/29/2026

"Technology can deliver a message. It cannot make the message meaningful."

AI is faster than ever. But 71% of customers still prefer human connection (Zurich Insurance, 2024).

The tools aren't the problem. Mistaking them for the solution is.

Why communication — not automation — drives NPS →
https://bit.ly/CX_Communication or link in bio.

05/28/2026

0.80.

That's the correlation between communication scores and NPS in our database of 600,000+ B2B surveys.

For context: overall satisfaction takes 12 quarters to hit that same number.

Communication moves NPS now. Satisfaction moves it eventually.

Full breakdown of what this means for your CX team →
https://bit.ly/CX_Communication or link in bio

05/25/2026

Mike Kedanis, Director of Quality, Altec Industries, Inc., shares how they respond to their customers' friction points so much faster now.
https://thedanielgroup.com/resources/blog/cx-success-stories-altec-industries-inc/

05/22/2026

Learn how clients are using customer feedback data to improve and grow their businesses.
https://thedanielgroup.com/resources/customer-feedback-success-stories/

05/20/2026

Paul Start, Market Growth Development Director, Thomas Built Buses, discusses how they use customer feedback to improve their business
https://thedanielgroup.com/resources/blog/cx-success-stories-thomas-built-buses/

05/19/2026

Most empathy breakdowns don’t happen because people don’t care.
They happen because teams default to process under pressure.

Explain → fix → move on

But the impact hasn’t been acknowledged yet.

That’s where trust erodes.

I unpacked this more in our latest blog.

Have you seen this happen?

Full blog here: https://bit.ly/Customer_Empathy or link in bio.

05/18/2026

Jodi Phillips, Butler Ag Equipment, discusses how Customer Experience is taking more of a front seat now.
https://thedanielgroup.com/resources/blog/cx-success-stories-butler-ag-equipment/

05/15/2026

Learn how our NMC uses Customer Feedback to grow their company. "I go back to the data, really, and understanding a key part of, especially around the promoter, passive and attractor reasons, that key question of the likelihood that you would refer NMC to others. And that's key for a sales rep and really for a sales focused environment. It's about building the business within that territory. And that's a critical piece, especially as more and more customers place more weight and value on customer experience now more than maybe they ever have." Kirk Kaiser, Director of Sales Effectiveness

NMC, Inc. In this video, Kirk Kaiser, Director of Sales Effectiveness, NMC, discusses some lessons learned in his CX experience with Lynn Daniel, CEO, The