CX

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

The case for VoC strategy: Selecting a CFM platform

VoC programs add a customer-centric lens to product and service development and uncover new business opportunities. VoC technology solutions, commonly referred to as customer feedback management (CFM) platforms, offer... ...Read more

The case for VoC strategy: Building a strong foundation

Most companies don’t have a robust voice of the customer (VoC) program. Only 42% use technology to support a VoC program, which means they either don’t have a program... ...Read more

API product design essentials

We believe API productization is a critical component in realizing value from your API investments. Productization starts as a mindset yet quickly evolves into both a design strategy and... ...Read more

Design thinking and customer experience

There has been a great deal written about “design thinking” in the past few years. Much focus has been placed on its value in helping define business strategy, with industrial design... ...Read more