Customer Experience

Check out the latest PK news, events, and articles about how to improve customer experience. Obtain valuable experience engineering insights and begin optimizing your organization today.

Find your enterprise CX North Star

How do your customers currently perceive their interactions with your organization? And, once you’ve obtained this knowledge—how can you use it to improve your customer experience? I recently hosted... Read more

How to adopt Conversational UI for a reliable customer experience

The COVID-19 pandemic shifted customer experience to the virtual. From telehealth appointments to contactless payment methods, companies suddenly needed to find ways to maintain satisfying experiences for customers without... Read more

Ten guiding principles for a better customer experience

Many businesses are working to foster a better experience for their customers. With customer experience being a new area of focus for many, we have found that businesses are... Read more

Omnichannel customer experience management with Adobe

Telecom has found itself in the midst of a much-changed consumer environment in 2021. With more consumers staying at home, the omnichannel experiences they come to expect starkly contrast... Read more

Engineered experience: Loyalty for technology consumer goods

Traditional loyalty programs feature points, rewards, and member benefits to promote repeat purchases. But programs like these present a challenge for technology consumer goods with companies who sell devices... Read more

Building loyalty into the streaming experience

The days of struggling to find quality streaming content are a thing of the past. With more and more streaming service providers investing heavily into content and democratized technology... Read more

Guest journey mapping: A crucial tool to adapt your guest experience

Hospitality’s Covid challenge For cruise ship and resort operators, whose livelihood depends on the comfort and safety of travelers from all over the world, a pandemic is a worst-case... Read more

Four key reasons to use Salesforce Leads vs. Contacts

Salesforce Leads vs. Contacts—what’s the difference? It’s a topic that yields many questions. We all want Salesforce to help us work more efficiently. With that in mind, many Salesforce... Read more

Why Salesforce Service Cloud means faster, smarter customer service

Whether you’re in the B2C or B2B space, companies of any size need to navigate customers raising support tickets and queries regularly from various channels. This is a process... Read more

Reinventing the guest experience in hospitality

In light of recent mass layoffs—namely, Disney theme parks, Carnival Cruise Line and MGM Resorts—one might assume the guest experience should take a backseat to financial imperatives. But in... Read more