Browsing Category
Customer Experience
240 posts
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…
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?
The 4 Reasons Your Journey Maps Are Failing You
How leading businesses are turning from the customer journey map to the customer.
B2B Marketers Go for a Win with Customer Retention
The biggest opportunity in an uncertain market is to focus on convincing customers to stay and customer expansion opportunities.
Financial Services and Banking: Leaning into Digital-First Channels
Leveraging digital-first strategies, AI and automation will deliver the winning solutions needed to stay competitive, maintain loyalty and achieve long-term success.
Genesys Expanding – A conversation with Elcenora Martinez, Global VP at Genesys
Elcenora Martinez, Global Vice President of AI and Cloud Product Marketing at Genesys, talks about their recent acquisition…
Hybrid Cloud: 5 Ways it can Improve the Customer Experience
As you develop your organization's cloud strategy, consider an experts' insight on the advantages of the hybrid cloud.
Is Value Realization the Secret to Customer Lifetime Loyalty?
What is value realization, and how can it help you create more loyal customers?
10 Ways to keep Delighting your Customers when your Budgets are Under Pressure
10 different ways in which you can add a little magic to your CX without needing to make gigantic investments.
Unpacking the “State of the Digital Customer”
A Conversation with Heather Richards, VP GTM Strategy at Verint
How Often Should You Seek Customer Feedback – The Short Answer is Always!
A voice of the customer solution helps manage feedback in smart ways and reads between the lines of customer interactions to truly understand so much more.
Finding the ROI in CX
Setting, reviewing, and updating customer experience program goals are the key to measuring CX performance and continuously improving it.
Employee Branding is a Critical Component of the Customer Experience
Employees are critical to delivering great customer experiences. When employees are treated fairly and feel empowered, they in turn deliver better experiences for customers.
Employee Branding is a Critical Component of the Customer Experience
Employees are critical to delivering great customer experiences. When employees are treated fairly and feel empowered, they in turn deliver better experiences for customers.
Crafting Commerce Experiences is the Next Wave of Personalized CX
Implementing a transition to the crafted commerce approach requires strong support from leadership and a creative, customer-centric mindset in addition to digital maturity and the right composable elements.
Using Conversational AI to Make Commerce Happen
In 2021, 64.2% of US adults between the ages of 25–34 used a voice assistant. It is expected that 48.2% of US adults will use a voice assistant by 2025.
How to Communicate Supply Chain Driven Shortages and Delays to Customers
The customer experience very much depends on how you do it.
3 Ways to Blend the In-store and Online Shopping Experience for Retail Success
The lines between online and in-store experiences aren’t just blurring, they are blending.
How to Identify and Fill Gaps in Your CX Transformation Project
Complicated projects introduce multiple opportunities for something to go wrong through a resource shortfall. Here’s how to reduce those gaps.
What Does it Take to Build an Unforgettable Experience?
Digital experiences are an integral part of how a brand comes to life. Rajesh Midha, CEO of Bottle Rocket, explores what it takes for brands and businesses to stand out and deliver personalized customer experiences and meaningful emotional connections.
Optimizing Machine Learning to Create a Better Customer Experience
"If you can source your feature data in that kind of a way...I think you can do a really nice, strong job of completing that machine learning puzzle without having to resort to tracking cookies."
The New Eight Ps of Relationshipping
Meet the new Eight Ps of Relationshipping: personalization, product personalization, presence, pervasiveness, publishing, platform, prediction, and privacy.
The CXO: who it is and why you need one
To deliver the best possible CX, you have to place it at the heart of your organization’s culture and ensure it influences every aspect of your business, every day.
How to Measure Customer Engagement
To measure customer engagement effectively, you need a way to collect data from each channel. Then you need to aggregate it to see the effect of integrated, omnichannel campaigns.
Three Tips for Solving the ‘CX Trilemma’ and Winning Customer Loyalty
Businesses need to consider these three key areas that make up the CX trilemma to provide the best customer experience possible and keep up with consumers rising expectations.
Hybrid Work: Closing the Gap Between Customer Expectations and Delivery
Companies are no longer competing against the service delivered by competitors but rather against the best experiences customers have received from companies in other industries too.
Is Your MarTech Stack Ruining Your Customer Relationships?
It might be time to ask yourself "Is my MarTech stack making things better for my customers, or worse?"
Fit for the Future of Retail
We sat down recently with Abhishek Gupta, who is Chief Customer officer at CleverTap. And if you’re not…
Experience Design: STOP….and Think Like A Customer
Customer expectations are continuously changing and evolving – you need to keep up. Only by delivering relevant, seamless customer experiences will you prevent your customers from looking elsewhere.
Understanding Customer Expectations: Management Tips and Examples
Customers want (and expect!) the very best, and if you don’t give it to them, they’re happy to look elsewhere.
Finding Opportunity in Delivering Empathy at Scale
We sat down with Jeff Nicholson to discuss some of Pega’s recent findings and to explore the opportunities…
How Will CX Adjust to Evolving Business Norms?
Now more than ever, the urgency to prioritize DX (digital transformation) is pushed to an existential challenge.
Cultivating Loyalty by Fixing Post-Purchase
"Because the acquisition cost is so high, it's about retention - retaining customers is not that easy."
The 2022 Engagement Capacity Gap Study
"More and more people are seeing that connection between employee experience and customer experience."
Threading Siloes is More Effective than Breaking Them Down
"We need to make connections not only in how we communicate but also how we also action insights -- actually take action and turn it into something that either becomes revenue producing or customer saving."
Great CX Strategies Start with Knowing the Difference Between Leadership and Management
Team leaders, after all, are the ones in daily contact with customer-facing employees and those who support them.
Retail Returns are the Elephant in the Room
73% of returns are due to a retailer-controlled action or inaction.
The Evolution of Forsta is the Evolution of CX
Recently Forsta announced that it is being acquired by Press Ganey, which pioneered the healthcare performance improvement movement over 35 years ago.
How To Leverage First Party Data To Improve Customer Experience
First party data is the data you collect from your customers themselves, such as names, addresses, phone numbers,…