Help Scout

AUGUST 22, 2023

The terms customer service and customer experience are often confused or used interchangeably. They’re not the same thing, but they are related. Read the full article

Customer Experience 105

Customer Experience 105

Customer Think

JANUARY 30, 2023

“Do more with less” may be more prevalent this year as some tech firms and many others trim their customer experience teams, programs, and the experience itself. Perhaps your customer experience management is on a misguided trajectory. But maybe this is the wrong path! If your aim […]

Customer Experience 140

Customer Experience Management 140

Customer Think

NOVEMBER 30, 2023

Introduction In the dynamic landscape of modern business, the critical role of customer experience (CX) stands as a linchpin for sustainable success. As markets become increasingly saturated, customer expectations soar, making exceptional CX not just a differentiator but a business imperative.

Customer Experience 59

Customer Experience Marketing 59

Customer Think

AUGUST 30, 2023

One thing that every customer experience leader should stop doing right now--plus four honorable mentions. CX pros: What is your top thing to stop doing?

Customer Experience 127

Customer Experience 127

NG Data

OCTOBER 19, 2023

We can breathe a sigh of relief in the customer experience (CX) space, as evolving customer expectations, complex data sets, and stretched resources mean there’s a need for intelligent, agile solutions. There’s real value in using a CDP with AI-driven functionalities.

Customer Experience 98

Customer Experience Artificial Intelligence Banking Leadership 98

Customer Think

JANUARY 15, 2023

The collapse of the Southwest passenger experience this holiday season is an unlikely jumping off point for a conversation on how to own customer experience transformation. Unfortunately, it is not a surprising trigger for this conversation. Now, Wall.

Customer Experience 124

Customer Experience Marketing 124

Sales Gravy

SEPTEMBER 16, 2023

Delivering A Next-Level Customer Experience In this Sales Gravy Podcast, Jeb Blount talks to Clare Dorrian, SugarCRM's CMO, about putting people first, building human connections, and prioritizing the customer experience in a saturated market.

Customer Experience 93

Customer Experience Sales Marketing Prioritization 93

Customer Think

SEPTEMBER 26, 2023

In an ever-evolving world, customer experience has become the focal point of business success. It’s not just about satisfying customers; it’s about exceeding their expectations. What is Generative AI?

Customer Experience 76

Customer Experience 76

Customer Think

JANUARY 23, 2023

For the last four years, in and around December, I have compiled a set of customer experience-related predictions for the coming year.For each article, I gather together a set of predictions that have been sent to me over the preceding month. I then se.

Customer Experience 116

Customer Experience 116

Customer Think

OCTOBER 19, 2021

Customer Experience (CX) is becoming a significant concern for most business owners. In recent years we have seen many small and large companies investing a fortune to improve customer experience and stay ahead of the competition. Photo by Pixabay, CC0 1.0

Customer Experience 144

Customer Experience 144

Customer Think

MARCH 9, 2023

With the vast amounts of data that companies collect from various sources, including customer feedback, social media, and website analytics, it has become essential to analyze this data to gain insights into customer behavior, preferences, and needs. And ultimately deliver a consistent customer experience.

Customer Experience 127

Customer Experience Management Media 127

Customer Think

OCTOBER 16, 2023

A happy customer comes from a good customer experience (CX). A good CX requires professional and consistent support throughout the entire customer journey. This means providing high-quality customer service (CS) both before and after the point of sale. But what about small […]

Customer Experience 78

Customer Experience Sales 78

Customer Think

OCTOBER 14, 2021

Customer experience design as a discipline is relatively new. Service design vs customer experience design adds another layer of confusion. For starters, CX design is not yet popular enough to be part of school curricula. Many industries do not even ha.

Customer Experience 134

Customer Experience 134

Customer Think

AUGUST 9, 2023

Customer Experience-Inspired Corporate Strategy Lynn Hunsaker Customer experience-inspired corporate strategy is rare, according to a recent poll in a strategic planning LinkedIn group. If you define "customer experience" as as post-sales retention, or programs, [.]

Customer Experience 52

Customer Experience B2B Leadership Sales 52

Customer Think

APRIL 25, 2021

To meet the needs of the empowered 21st Century consumer, most companies, especially larger enterprises, need to embark on a customer experience transformation. Imagine a car manufacturer that does not allow any vehicle customization, or a retail bank.

Customer Experience 144

Customer Experience Banking Manufacturing Retail 144

Customer Think

JULY 29, 2021

Customer experience has taken the world by storm. This noisy, cluttered space has led to confusing, conflicting, and fragmented customer experience initiatives, even within the same organization. The problem?

Customer Experience 134

Customer Experience Organization Marketing 134

Customer Think

SEPTEMBER 5, 2023

A customer’s overall interaction with a company or brand during their journey is what the customer experience (CX) is.

Customer Experience 80

Customer Experience 80

Customer Think

OCTOBER 19, 2023

Your CEO has come to embrace customer success! And you’ve been tapped to lead a customer experience team. Do you need a lengthy class or book on customer experience principles? But where should you focus for immediate yet lasting change?

Customer Experience 83

Customer Experience Customer Success 83

Flevy

APRIL 28, 2021

Most organizations aren’t ready to deliver great Customer Experiences across all channels. Many of them have invested heavily in conventional methods of doing business, backed by in person or over-the-phone customer experience. Meticulous design and delivery of Customer Experiences. Talent Management.

Customer Experience 110

Customer Experience Leadership Digitalization Management 110

Customer Think

APRIL 11, 2023

Customer Experience (CX) is not a “switch” that companies simply flip to the “on” position. This is not a binary condition, where a firm either is or is not customer-centric. This is a world of grays, of degrees of maturity along a continuum from organizations that have barely scratched the surface of CX issues to […]

Customer Experience 76

Customer Experience Organization 76

Customer Think

JANUARY 6, 2023

The merger of these technologies has the potential to significantly impact the future of customer experience (CX). They can transform how businesses interact with their customers, creating more personalized, immersive, […].

Customer Experience 144

Customer Experience 144

Customer Think

DECEMBER 6, 2022

In an article for Computer Weekly titled Efficiency to Empathy: Customer Experience in Cost-of-Living Crisis, Madeline Bennet encourages urgent action to improve customer experiences. Madeline writes: A recent survey of 2,000 shoppers from customer eng.

Customer Experience 122

Customer Experience 122

Customer Think

JULY 27, 2023

Image source: ECXO.org In a recent article we talked about the widening gap in Europe in customer experience maturity. Our focus in this article is on leveraging real-time customer data to provide richer, meaningful end-to-end […]

Customer Experience 98

Customer Experience 98

Help Scout

AUGUST 22, 2023

Marketing and customer service teams can improve the customer experience (CX) by rejecting the silo mentality and working together. Here’s how. Read the full article

Customer Experience 73

Customer Experience Marketing 73

Customer Think

AUGUST 3, 2023

Good Customer Experience: CX Day 2023 Lynn Hunsaker Really good customer experience grows prosperity of customers, employees, and organizations in tandem. The post Good Customer Experience: CX Day 2023 appeared first on ClearAction Continuum Experience Leadership Mastery.

Customer Experience 52

Customer Experience Leadership Organization 52

Customer Think

DECEMBER 10, 2021

Retail has been challenged on every front over the last 12 plus months, resulting in several changes within the customer experience (CX) industry – livestream shopping, social commerce, and supply chain disruptions are just a few examples that have forced a dramatic pivot towards digital transformation.

Customer Experience 138

Customer Experience Supply Chain Digital Transformation Retail 138

Customer Think

OCTOBER 1, 2021

The saying “The customer is always right” remains true; Keeping customers happy is a crucial part of any business. One of the best ways to stay in tune with your customers is by nurturing the customer experience. Customer […].

Customer Experience 137

Customer Experience 137

Customer Think

OCTOBER 6, 2021

B2B CEOs, boards, investors and senior leadership teams typically squander tremendous earnings and growth opportunities by putting the cart before the horse in their views of customer experience-driven growth. Your mindset about customer management overrides your values and mission statements.

Customer Experience 137

Customer Experience B2B Investors Leadership 137

Zendesk

MARCH 7, 2022

If you’re not yet focusing on the customer experience with your organization, it’s time to get started and kick it into high gear. Customer expectations are higher than ever and evolving. But first, what is a customer experience program? Customer experience work is not. It’s a journey.

Customer Experience 98

Customer Experience Government Organization Decision-making 98

Help Scout

JUNE 17, 2021

We’ve all read those great customer experience stories that make us feel awed and admiring, but some of those stand-out examples can be misleading. To wow your customers and drive loyalty, you need to represent both stability and those moments of amazement.

Customer Experience 122

Customer Experience Banking e-Learning Management 122

Zendesk

FEBRUARY 10, 2023

Simply put, customer experience (CX) is how customers perceive all of the interactions they have with a company at any given point in the buyer’s journey. Importance of customer experience statistics Customer experience looks a lot different today than it did just three years ago.

Customer Experience 98

Customer Experience Decision-making Profitability Organization 98

Help Scout

AUGUST 22, 2023

Consider these four questions and one call to action to conduct a customer experience analysis and get your company's CX into shape. Read the full article

Customer Experience 75

Customer Experience 75

Customer Think

OCTOBER 2, 2021

Customer experience design principles are difficult for organizations to understand and apply. Time and again, we see this in organizations, even though we encounter customer experience.

Customer Experience 128

Customer Experience Organization Innovation 128

Customer Think

DECEMBER 22, 2022

Customer experience strategy guides exceptional experience and bolsters growth. When executed well, it impacts not only your market share, but the entire industry in which you operate. In fact, a well-crafted, consistently deployed CX strategy built to.

Customer Experience 90

Customer Experience Marketing 90

Help Scout

AUGUST 22, 2023

Learn how to identify all of your customer touchpoints and optimize each of them for an improved overall customer experience. Read the full article

Customer Experience 81

Customer Experience 81