Tom Arundel’s Post

Honored to be part of this team!

I remember watching my first session replay around 15 years ago, when I was managing digital analytics for a Fortune 500. It was an eye opening experience to witness the struggle and pain of the user mousing back and forth, rage clicking, hitting the back button, scrolling and ultimately exiting the website we believed was so perfect. It was that moment I knew replays would become a critical tool in our data arsenal to uncover customer friction. But the time-intensive nature of reviewing replays left us struggling to pinpoint the root cause behind customer drop-off. Well, how times have changed! 🌟 Today, I'm thrilled to announce the launch of #FelixAI! 🌟 FelixAI revolutionizes the game by instantly distilling user intent and behavior from any session (web or app) into brief, insightful text summaries. Gone are the days of sifting through mountains of quantitative data, followed by hours of reviewing session replays, only to be left guessing the "why." With FelixAI, you get concise, actionable snippets that shed light on what customers were aiming to achieve and why they encountered hurdles along the way. And the best part? It seamlessly integrates with call centers, Voice of Customer surveys, and more. Imagine the possibilities: 🔍 Product managers can now quickly identify and address funnel drop-offs. 📞 Call center agents can have an instant summary of the customer's digital actions so they can anticipate their needs before a word is even spoken. As a recovering digital analyst, I am genuinely thrilled to introduce #FelixAI to my friends and colleagues across the digital community. Say goodbye to endless replay watching (unless, of course, you secretly enjoy it 😉). Embrace the future of customer insights with FelixAI! #FelixAI #DigitalAnalytics #CustomerInsights

For every 3 years of service at Quantum Metric, employees are given time off for a 3-week recharge (in addition to our generous PTO policy). There's only one rule: no laptops or phones, slack, zoom or email. I recently completed mine by spending a week in Cambodia and two weeks in Thailand. It's difficult to put into words the feeling of rejuvenation. I also gained a new appreciation for the diverse world we live in -- the amazing cultures, the kind and cheerful people, the unforgettable sunrises and sunsets, and the idyllic waters of the Phi Phi Islands. Travel for me is a spiritual adventure. So grateful to the team for the time off, and now ready to jump back in. #QuantumMetric #EmployeeBenefits

Remember all the stuff you crammed in your school locker? Whatever it was, lockers are slowly becoming a thing of the past. Great article by a renowned education reporter (who happens to be my spouse).

$100M is 🎶 to my ears. The keys to success are embedded in this amazing team.

Your hiring manager will be your best champion — they are invested in your growth and success. If and when that person moves on, the manager who inherits you is more likely to capitalize on that investment. Don't be surprised if your second, third and fourth managers at a company (despite their best intentions) aren't always as invested as your first.

When it comes to enterprise digital budgets, the only constant is uncertainty. Which initiatives will win funding and which teams are driving them? Dive into my latest blog on the 4 Big Digital Bets for 2024 and who is steering them. Explore insights on which teams across the enterprise are building the most authentic, personalized, and mobile-friendly experiences for customers and employees. Let's conquer 2024 together! 🚀 Read the full blog here:

🏒🌟 Exciting News in the World of Hockey and Digital! 🌟🏒 As a proud fan of the Washington Capitals, I can't help but marvel at the incredible legacy of Wayne Gretzky, the undisputed king of the NHL goal-scoring record. Even as Alex Ovechkin of our beloved Capitals follows closely, Gretzky's name remains synonymous with greatness in the world of hockey. Wayne Gretzky isn't just "The Great One" on the ice; he's also an extraordinary business visionary. His timeless wisdom transcends the rink and has inspired countless business leaders. "Skate to where the puck is going, not where it's been" and "You miss 100% of the shots you don't take" are more than just hockey advice; they're life and business lessons. I'm thrilled to announce that Quantum LEAP has secured Wayne Gretzky as the closing keynote speaker! 🎤 Join us to gain insights from the most dominant team athlete of all time, a living legend who has not only left an indelible mark on the sport but has also shaped the mindset of successful leaders across industries. 🗓️ Register for Quantum LEAP (Feb 27-29) and get ready for an unforgettable experience with Wayne Gretzky. Let's learn from the best to ever play the game and apply his winning philosophy to our own pursuits, both on and off the ice. https://lnkd.in/dMw_Z7tb #WayneGretzky #HockeyLegend #BusinessVisionary #QuantumLEAP #Leadership #TheGreatOne #Inspiration #WashingtonCapitals #NHL #KeynoteSpeaker

📊 Picture this - you're a CX leader in the midst of Cyber 5, your NPS scores are taking a nosedive, and the root cause of customer frustration remains unclear. 😎 But imagine a world where customer feedback tied to digital analytics transforms a potential crisis into a success story. 📖🔗Dive into my recent blog on the transformative power of NPS linked to digital analytics. https://lnkd.in/etYA5TYQ #DigitalAnalytics #CustomerExperience #NPS #QuantumMetric 🚀

📈 Ever gotten a survey with this question: "How likely is it that you would recommend this company to a friend or colleague?" If you've ever traveled, attended events, bought a car, subscribed to anything, have a phone or an email account, you've likely been asked this question a zillion times. How fortunate that I recently had the "behind the scenes" opportunity to meet Fred Reichheld who introduced this nearly ubiquitous methodology known as NPS (Net Promoter Score) to the world? 🌐✨ In our recent interview, Mario Ciabarra sits down with Fred and Scott D. Finder to discuss the past, present and future of NPS. 😍 The quote of the day: "Customer love...the purpose of a great organization is to enrich the lives of customers." 😮 The "uh oh" moment? Fred openly admits it's a system that's commonly misused for financial gain, rather than customer delight. 😲 The "aha" moment? Won't give it away, but there's a secret to customer love in the digital age. 🎥 Join this insightful discussion with Fred Reichheld here: https://lnkd.in/e4N9wavA #LegendTalks #CustomerExperience #NPS #DigitalTransformation #CustomerCentricity #Innovation #CXInsights #Leadership