To test, measure, and improve the customer experience, Martha founded Interaction Metrics in 2004. Interaction Metrics works with clients that need to pinpoint their experience gaps and opportunities – and value an independent, scientific approach. Methods: text analytics, customer service evaluations, and a wide array of surveys. A sought-after speaker, Martha has been featured at numerous conferences and events, including ASCRS, Project Management Institute (PMI), HDI, American Marketing Association and much more! She’s been quoted by the LA Times for her alternative views on customer surveys. And she’s frequently interviewed on topics such as the pros and cons of Net Promoter Score. Martha is certified in Customer Experience (CCXP) and holds a Blackbelt in Six Sigma.