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Customer Experience
237 posts
Breaking Away from Traditional CX Metrics for Enhanced Engagement
In this episode, we discuss the current and future state of Customer Experience (CX) with Dave Norton, Founder…
AI at the Heart of Enterprise Communication
In this episode of Customerland, we sit down with Josh Feast, CEO and co-founder of Cogito, to discuss the…
QuickTake – The Week in CX
Here’s a roundup of the latest major news items from around the world of CX. This past week…
Omnichannel Hybrid Retail: Five Steps to a Competitive Edge
Retailers that can connect their personnel and retail stores to digital commerce in real time can significantly increase conversion rates. And although technology is crucial, employees still matter the most.
Fostering a Culture of Gratitude: The Strategic Advantage
Why the focus right now on employee experience? Why should a company, right now of all times, be…
How SMBs Can Enhance Customer Experience Through Strategic AI
“AI is ramping up the customer experience by creating personalized content by leveraging data-driven insights and adaptive algorithms.”…
Turning Customer Service Hurdles into Loyalty Wins
Eric Carrasquilla, EVP and Division President of Customer Experience Solutions at CSG, shares insights into improving customer service.…
Product Search Matters More for CX – Here’s Proof
As AI becomes more powerful, retail and ecommerce—like many industries—are looking for the best ways to leverage it.…
4 CX Trends for 2024: Your Guide to Navigating the Year Ahead
For many CX professionals, leaving 2023 behind comes with a sigh of relief. The increase in customer expectations…
Harnessing the Power of AI to Transform Team Productivity
In this episode, we’ll be talking with Lauren Kennedy from Glean about the company’s AI-powered search engine and…
Advanced Employee Experience: Rethinking Recognition
Progressive employee experience hinges on creating a culture where acknowledgment is as natural as complaining about Mondays. In…
5 CX Horizon Trends to Harness Today
The customer experience (CX) industry is facing a perfect storm: constantly evolving technology, the explosive growth of AI,…
Retail CX has an EX Problem
Unravel the essential connection between employee and customer experience in retail and you’re more than halfway there. Customer…
The Employee is Always Right
“The customer is king”, we’ve all heard it and know what it means. But a king is nothing…
New Verint Research Underscores the Need for Customer Experience Automation
As retailers head into the ever-critical holiday shopping season, new research from Verint® (NASDAQ: VRNT), The Customer Engagement Company™ highlights key…
Understanding the Return on Total Experience
Ron Shamah, CEO of Rightpoint, walks us through the intricate connections between employee experience, customer experience, and product…
Opportunities in AI & CX
Emerging technologies are changing preferences by making digital channels more effective when they‘re deployed. Good customer experience has…
Decoding the AI Impact on Customer Advocacy: Insights from GoDaddy
Ever wondered how AI could revolutionize customer experience? Get ready to be enlightened by our guest, Mel Si,…
Passikoff: 10 Rules for Brand Performance
Former-Borscht Belt comedian, 1950’s TV script writer, filmmaker, and philosopher, Mel Brooks, cautioned, “Hope for the best. Expect…
Experience Architecture: The Secret Sauce of Effective Customer Engagement
Ever wondered how a company can craft a customer experience that feels not just personalized, but completely holistic…
At the Intersection of AI and CX
Nitin Badjatia is the Senior Vice President of SAP CX Solution Management. In this conversation, Nitin walks us…
How to Deliver (and Improve) the Connected Customer Experience
A connected customer experience delivers smart, contextual interactions across all touchpoints in the customer’s journey. Nowadays, the customer experience (CX)…
The Emotional Anatomy of Customer Experience
If emotions are that important to the customer experience, then certainly you must be measuring them, right? Ready…
Voice Needs to be Part of the Digital CX – Not the Legacy Annoyance
Unless brands fully integrate voice into customer journeys, it’s hard to claim that they provide a fully joined-up customer experience.
Best Strategies Towards Customer Satisfaction
Happy customers not only become loyal patrons but also help attract new customers through positive recommendations. In today’s…
Unraveling the Impact of AI on Customer Expectations
Super enlightening discourse with Laura Wronski, the director of Research at SurveyMonkey – we dissect the State of…
Exploring the 2023 State of Customer Experience Report
What if you could understand the key to customer loyalty, employee retention, and an impressive customer experience? We…
Elevate your brand’s CX by combining XA and MarTech
Experience Architecture (XA) may actually be the golden ticket to customer engagement.
Opening Up Modern CCaaS: Anticipating Change
A recent look at Verint’s Open CCaaS provides a clear view to how CCaaS and also customer service…
Passikoff: Meeting Customer Expectations = First Identifying Them
You need to FIRST identify Customer Expectations and THEN align your brand and engagement activities to meet and…
Humanizing Customer Interactions – A Discussion with John Sills
Have you ever pondered how a seemingly insignificant experience can completely transform your perspective? That’s the journey we…
What’s behind Verint’s Super-powerful DaVinci AI?
Good answer: DaVinci AI is one of the largest purpose-build Large Language Models (LLMs) designed to address millions of…
Customerland Ep 14 – Unlocking Exceptional Customer Experience
What happens when you prioritize company culture and employee experience above all else? Join us as we dive…
Digital Experiences Prevail, Even in Unexpected Industries
Before the COVID-19 pandemic, customers expected to walk into a physical location for many of their needs, whether…
Passikoff: The Rhythm of Customer Expectations
Because brands that better meet customer expectations always see better consumer behavior. And sales and profits. When I was a…
How to Deliver (and Improve) the Connected Customer Experience
Learn the basics of the connected customer experience and five strategies you can use to deliver omnichannel experiences…
Provide the Personalization Customers Actually Want
The personalization that consumers want probably differs from what most CX leaders expect consumers to want. Today’s consumers…
Customerland Ep 10 – Enterprise Opportunities in Generative AI
Peter van der Putten is Director of Pega’s AI lab – which essentially means that he’s in charge of all…
5 Customer Engagement Strategies to Boost Sales
In today’s digital world, succeeding in your business goes beyond getting buyers through the customer journey. It’s also…
CX Tips from the Feds
Two professional CX experts offer advice for other practitioners across the ranks. Top-notch customer experience does not happen…
Customerland Ep 9: What Does Optimized CX Really Look Like?
Nicole Kyle is Managing Director and co-founder of CMP Research, the Customer Management Practice’s dedicated independent insights and research…
Website Updates That Actually Improve Your Website Marketing
Too often, we see marketers and business owners embark on a website update or overhaul for all the…
Solving CX by Starting with Customer Expectations
For the record I have no problem with NPS. I want to get that out of the way right…
Customerland EP 5 – At the Intersection of CX & EX
Know what one of the main factors behind an effective CX effort is? (Hint: it’s EX) Know what…
Get the Right Customers or Suffer Their Loss
By Areeya Lila If you’re a marketer, it’s important to focus on acquiring the right customers. Otherwise, you’ll…
Retail Offshoring, On-shoring and Right-shoring
Gus Gikas is VP of North American Operations for Majorel. We caught up recently to talk about some…
The Case for Customer Expectations as CX’ North Star
CX professionals need to start by understanding their customers’ expectations for doing business with them because meeting and…
Addressing the Customer Experience Paradox
When it comes to the customer experience game, it’s always important to remember that the last best experience…
Frictionless Customer Experience Through Smart MarTech
For CMOs seeking to deliver on their customer experience ambitions, marketing technology (MarTech) has become an indispensable companion.…
Why Invest in CX Technology During Economic Uncertainty?
Higher CX technology spending correlates with success in revenue, costs, customer satisfaction, and employee productivity, according to Metrigy’s…