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CX
227 posts
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…
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”…
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.…
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.
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.
What Matters Most to Online Consumers Right Now
How can sellers keep the online consumers they’ve won over the past two years?
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 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 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.
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.
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?"
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.
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.
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,…
What the Modern Consumer Journey Looks Like
The evolution of the consumer journey reflects the world's changes in recent years. While it looks different today, it doesn't have to be daunting to brands and retailers.
What the Modern Consumer Journey Looks Like
The evolution of the consumer journey reflects the world's changes in recent years. While it looks different today, it doesn't have to be daunting to brands and retailers.
8 Trends Driving Employee and Customer Experience in 2022 and Beyond
“Customers teach you how to serve them the way they want to be served”
Marketing Technology for a Greater Good
What power can be harnessed when great creativity meets great passion, meets great technology.
What is customer value? (+ 9 ways to create it)
According to the Zendesk Customer Experience Trends Report 2021, nearly 50 percent of customers will switch to a competitor after just one poor experience.
Simple Language Changes to Instantly Improve Your CX
There’s a lot more to good CX than the words, of course. But if you wrangle some sense, warmth and magic into your language, you’ll have a big leg up on almost everyone else.
Customer Success Will Be Everyone’s Game in 2022
One of the great shifts created by the pandemic is that time has become our most important currency.
Looking Over the Next CX Hill
What does the CX practitioner’s "customer" journey look like this year?
6 Common Customer Onboarding Issues & How to Fix Them
Whether it’s confusing customers or taking too long, the end result of poor onboarding is usually the same – customers don’t stick around.
Is Customer Care the New Customer Service?
The pandemic has taught us many things, one of them being that customer service runs deeper than simply fielding customer inquiries.