Browsing Category
CX
181 posts
Bring Customers Into Clear Focus
Employees who think their company is customer-centric are very optimistic about their companies and their future. Bad customer…
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 1 – 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…
Expectations Are The Key
A consumer makes about 35,000 choices a day. One every 2.5 seconds. Depending on the category and age…
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…
