Customer Experience


CX Pundits Vs. CX Practitioners: Real Life or Fantasy?

Consultants talk about the ideal while operations leaders deal with limited budgets and staff bandwidth.

Strategy Customer Experience


3 Trends and Challenges for the CX Industry in 2019

It will be essential to build out an organization and a team that can handle the new normal in our industry—fast-paced with high expectations from clients.

Strategy Customer Experience


What Is Your Customer-Centric DNA?

There has been a fundamental shift in the number of organizations that have embraced customer experience management as a core operating model.

Strategy Customer Experience


How Changing Customer Attitudes Should Shape 2019 Contact Center Priorities

Regardless of channel, speed continues to be one of the most important factors in effectively delivering positive customer experiences.

Strategy Customer Experience


Would You Do That to Your Mother?

Customers make decisions about the ‘kind’ of company they are working with based on their connections across the entire organization.

Strategy Customer Experience


The Customer Service-Support-Experience-Journey

Over the years, definition of customer service remained essentially the same until customer communications channels began to expand.

Strategy Customer Experience


Letting Customers Depart Gracefully

Would your departure experience earn an eventual return?

Strategy Customer Experience


How to Unify Your Listening Programs to Improve CX

Three voice of the customer best practices and why they matter in the digital age.

Strategy Customer Experience


Survey Erosion

Feedback is a good thing, especially when it comes directly from the source. But too much of a good thing can be a bad thing, and we are treading very close to that line of demarcation.

Strategy Customer Experience


How Customer Experience Can Drive Topline and Bottomline Growth

Today's customers want personalized, one-on-one interactions that demonstrate a unique understanding of them as individuals.

Strategy Customer Experience


Lost in the Labyrinth… Customers Want out!

The obstacles we face may be due to management practices and NOT to frontline performance issues.

Strategy Customer Experience


Delivering a Personalized, Effortless, Connected CX

Today’s customer experiences cannot be viewed as a series of disparate, disconnected interactions; they must be viewed as part of a continuous, wholly integrated journey.

Strategy Customer Experience White Papers


The Secret Sauce for Increasing Customer Happiness

Customer happiness and engagement are amongst the most significant drivers behind the image, culture and success of an organization.

Strategy Customer Experience White Papers


Reaching Millennials Through Authentic Omnichannel Experiences

72% of consumers expect to be able to continue talking with the same representative on the phone as they were talking with via online chat.

Strategy Customer Experience


Inside View: Travelzoo

Every time a CSR speaks with a member, it’s an opportunity to engage, to establish a relationship, to build trust and deliver a quality experience.

Strategy Customer Experience


 

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