CX
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
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