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Customer Experience
189 posts
The 5 Most Commonly Used Customer Care Success Metrics… and Why They Don’t Matter
A customer care center can’t be a black box. Technical support staff and Customer Support Managers (CSMs) are…
Frictionless Enterprise – the Digital User Experience
As with every other aspect of Frictionless Enterprise, digital connection is the fundamental driver of the transformation of…
CX Personalization: How to Unlock Brand Loyalty in 2023:
In their efforts to support rising consumer demands for flexibility, simplicity, personalization, and many other “age of Amazon”…
Retail predictions 2022 – Who got it right.
To paraphrase Dickens: ‘It was the best of times, it was the worst of times, it was the age…
Bringing Back CX Basics- Why New Tech Doesn’t Always Mean Better
As the Director of Experience Architecture at Whereoware, Nate Ginesi leads a talented team of designers and experience…
Consumer Duty: How CX Excellence will Separate Leaders from Laggards
There’s a plethora of rich customer experience insights hiding in every interaction of a customer’s journey with an…
The ROI of Customer Experience
Knowing the ROI of customer experience helps to fund CX projects and make intelligent investments in customer experience.…
5 UX Trends to Watch in 2023
Digital experiences are more critical to business success than ever before. Due to the pandemic, the race to…
Beyond the Transaction: the Importance of Creating a Connected Loyalty Experience
For travel loyalty programs, the importance of creating a branded end-to-end experience for members cannot be overstated. Combine…
Experience 2.0 – Designing for Emotional Presence
We must now ask, what’s the next chapter of experiential design that can facilitate and deepen emotional presence? How do we unlearn our unconscious biases in order to design for what we need?
