CX

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

[Webinar] Five steps to better enterprise CX

Finding your CX north star Customer experience (CX) leaders face enormous uncertainty as we recalibrate post-COVID. With 75% of CX initiatives seeking to accelerate digital transformation, CX efforts need... 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

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

The art and science of customer experience

Finally: The big book of customer experience. It’s time we consider how we do business from the customer’s point of view. In our big book of CX, we examine... Read more

Shoptalk 2018: Three trends to look for this year

In three short years, Shoptalk, which will draw 8,000 retail professionals to Las Vegas from March 18th to the 21st, has emerged as a giant, must attend retail conference... Read more

Customer journey mapping vs. customer lifecycle

Customer journey mapping is a tool that has taken the business world by storm—helping companies build an understanding of their customer’s experience and develop better connections between people and brands.... Read more

Integrating customer experience and customer loyalty

Building a customer-centric organization Businesses are making the shift toward a customer-centric operating model. As markets and channels have evolved, products and services have become less differentiated. Customers have... Read more

The case for emotion in customer experience

This is the first in our series on Emotion Design in CX. Read the 2nd, 3rd, and 4th in this series next. Designing for emotion is becoming an increasingly important... Read more

The case for VoC strategy: Driving outcomes

In parts 1 and 2 of this blog series, we discussed how to develop a VoC strategy and build the business case for adopting a technology platform. In this... Read more