Disconfirmation Bias
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A lucky decade at Qualtrics
A little bit of my story and a lesson about the role of luck
Jul 6
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Topher Mitchell
5
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A lucky decade at Qualtrics
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May 2025
The winner takes it all
Fat tails, positive feedback loops, Pareto Principle, black swans, and more
May 21
•
Topher Mitchell
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The winner takes it all
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April 2025
The latest drama: Complexity, predictions, and proxies
Not about the tariffs, just about the arguments
Apr 23
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Topher Mitchell
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The latest drama: Complexity, predictions, and proxies
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3 must-answer questions for every resource request
Where to focus to help decision-makers feel confident making an investment
Apr 15
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Topher Mitchell
1
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3 must-answer questions for every resource request
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March 2025
Connecting CX and business value
Common misconceptions about the relationship between the two, with practical tips on where to focus
Mar 7
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Topher Mitchell
1
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Connecting CX and business value
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January 2025
Decision-making illusions
Behaviors that might seem like good ways to make decisions but that often aren't
Jan 13
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Topher Mitchell
2
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Decision-making illusions
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December 2024
Identification before estimation
A critical step in causal inference that many analysis projects miss
Dec 26, 2024
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Topher Mitchell
1
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Identification before estimation
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Why it's not worth trying to equate CX scores to customer behavior
Yet another argument, this time from a slightly more technical angle
Dec 10, 2024
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Topher Mitchell
3
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Why it's not worth trying to equate CX scores to customer behavior
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Non-substack publications
Materials I published on other channels that people may find helpful
Dec 6, 2024
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Topher Mitchell
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Non-substack publications
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Connecting CX and business value (revisited)
Learnings from the past year
Dec 3, 2024
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Topher Mitchell
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Disconfirmation Bias
Connecting CX and business value (revisited)
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