Customer Experience (CX) Pyramid


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.

Customer Experience Growth Mindset for B2B Executives

Customer Think

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.


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Service Design vs Customer Experience 2021

Customer Think

Customer experience design as a discipline is relatively new. Service design vs customer experience design adds another layer of confusion. Blog Customer Experience Customer Journey Editor's Pick

How Language Inequity Impacts the Customer Experience

Customer Think

Anyone who has traveled to a different country and didn’t speak the language knows the feelings of frustration and anxiety that come with that experience. Blog Customer Experience

Data-Driven Marketing 101

This eBook highlights how data-driven strategies empower marketing campaigns through personalization tactics.

What is Customer Experience Transformation?

Customer Think

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.

Top 5 Customer Experience Design Principles in 2021

Customer Think

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. Blog Customer Experience Innovation

Your Guide to Improving and Measuring Customer Experience

Customer Think

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 […].

3 Surprising Facts About Customer Experience

Customer Think

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. Blog Customer Experience

Five things we can learn about customer experience from Starbucks

Customer Think

Blog Customer Experience Customer Loyalty Editor's Pick Employee Engagement InnovationSeptember 20, 2021. Add to rss feed. I think it’s safe t.

The Cost of Customer Experience

NG Data

With over 45% of businesses prioritizing customer experience over pricing and product development, it’s important to understand the value of customer experience to see if the ROI really stacks up. A Price Worth Paying?

How to Drive Outstanding Customer Experience

Customer Think

Customer centricity is often strongly associated with Customer Experience (CX) these days and defining CX can be a challenge. Blog Contact Center Customer Experience

How Frictionless Authentication Impacts the Customer Experience

Customer Think

A breach can quickly result in devastating financial loss for your customers and your organization. A 2021 study by Javelin Strategy & Research has revealed that identity theft cost Americans around $56 billion last year, impacting as many as 49 million customers.

21 Ways To 10X Your Customer Experience

Customer Think

Understanding how to give your customers an experience they will remember is critical in retaining them for the long run. You have spent time and money acquiring those customers so it’s vital to keep them coming back time and time again. Blog Customer Experience

The Evolution of Customer Experience in the Travel Industry

Customer Think

by Kim Campbell in Customer Experience, Customer Service Trends, Kim Campbell Few industries are quite like travel. Even before the pandemic, customers found the. Blog Contact Center Customer Experience

Customer Experience Hyperbole

Customer Think

Blog Customer ExperienceIf you listen to some CX firms you’d think that their tools/platforms/approaches are panacea cure-alls for everything from the common cold to revealing the meaning of life.

CX Day 2021: A Reflection on My Customer Experience Journey

Customer Think

by Susan Preiss in Customer Experience, Customer Service Trends, Susan Preiss As the Vice President of Client Services for Blue Ocean, I am fortunate to work with a wide variety of companies. Blog Customer Experience

Top 10 Customer Experience Books


With the new times, customer experience as a subject, theme and industry has evolved and various master pieces are brimming up to the libraries. On that note, here is a hand-picked list of the top 10 customer experience books that you must have your hands on before it is too late.

Got CXM? Why customer experience management isn’t just a nice-to-have for strategic account management

Strategic Account Management Association

I’m talking about customer experience management (CXM), which I would argue may be the single most important investment a company can make in today’s cut-throat business climate. Customer success is focused on retention, loyalty and advocacy. CXM: Meet Your Customers’ Needs.

CXM 221

20 Best Customer Experience Quotes


Customer experience is a growing discipline and has become more important than ever. Good customer service is important for businesses to not lose customers or gain a bad reputation. Customer experience is essential for any business. The customer.”.

Customer Experience vs. Customer Success: Explained

Help Scout

Many want to draw strict boundaries around customer experience and customer success, but I find it much more satisfying to live inside the spectrum rather than at the edges. What is customer experience? What is customer success?

Reimagining Customer Experiences With 3D Technologies

Customer Think

The new normal is evolving every day, and so are customer expectations. Today’s consumers seek personalized and engaging experiences that […]. Blog Customer Experience Digital Marketing Editor's Pick Innovation

Connecting Dashboard Dots for a Better Customer Experience

Customer Think

In 2013, Oracle conducted a research study among executives regarding the state of their customer experience initiatives. Blog Customer Experience Customer Loyalty Editor's Pick Employee Engagement Performance Metrics

What Is Customer Experience?


What is customer experience (CX)? In short, the customer experience encompasses every interaction a brand has with its customers. Delivering a great customer experience paves the way for business success. What is customer experience exactly?

How to Measure Customer Experience: Top CX Metrics


Measuring customer experience is, perhaps, one of the most vital aspects of any business. So the very first questio n that I would like to ask you is: Are you doing pretty well with your customer experience? What is Customer Experience Metrics?

4 Ways Inside Sales Can Enhance Customer Experience

SBI Growth

Regardless if it is from their initial website visit to their first discovery call, the prospects’ experience. Whether you are about to go on a first date or preparing for a discovery call with a prospect – first impressions matter.

Top Customer Experience Trends for 2021


Customer experience is a determining factor to stick out from the competition. The COVID-19 pandemic forced companies to cater to customer experience in a whole new aspect. Customer experience has become a top priority for businesses and more so in 2021.

81% of CEOs Are Competing on Customer Experience — Are You?

SBI Growth

According to Forbes, Customer-centric companies are 60% more profitable than companies that don’t focus on customers. Yet, as COVID moves from a moment in time to the new normal, CEOs must balance delivering differentiated customer experience while maximizing the value of.

Success Requires Community Engagement | Customer Experience Excellence – The Airbnb Way

Customer Think

This is the final post in my series titled – “Customer Experience Excellence – The Airbnb Way.” Blog Customer ExperienceThis week we continue to journey through key concepts found in my 10 leadership books, as we finish our quick review of my book tit.

How Stress-Free Employees Improve Your Customer Experience

Customer Think

Your whole business hinges on your customers. Blog Customer Experience Employee EngagementWithout fans, you couldn’t keep the lights on or pay for web hosting, let alone scale up. Most organizations realize this, of course.

Does Your B2B Marketing for SaaS Center the Customer Experience?

Customer Think

Despite the advances in customer data unification, personalization and seamless digital engagement that some vendors have made since the start of the pandemic, there’s still a big gap between expectations and reality in B2B relationships.

What’s The Fate of A Customer Experience Officer (CXO)?

Customer Think

Blog Chief Customer Officer Customer Experience Leadership Think TankDo you think CXO and related leadership roles will go away at most organizations in the foreseeable future?

Through the Eyes of the Customer: Ideal Customer Experience in 2021 [eCommerce and Beyond]


This has forced lots of businesses to channel their resources towards delivering better online experiences. Well, almost 90% of online customers say their last shopping experience was positive. Let’s explore customer experience trends that will define this decade.

Marketing Can’t Save The Customer Experience

Customer Think

Customers don’t become loyal to your brand because your marketing is excellent. Excellent customer service experiences drive a great customer experience. They become loyal because you take good care of them.

Who owns customer experience in a company?


In many organisations there is an ongoing debate, and power struggle, about who should own the customer experience – is it marketing, operations, or does it sit with the CEO? Owning the customer experience: current state of play. Customer experience Freshstart

The Guide to AI in Customer Experience


Over the last few years, the digital revolution has changed the way businesses relate to customers. With the increasing expectations of customers, companies need to look out for new ways to interact and improve their processes and service quality.

Customer Experience (CX): Frequently Asked Questions


A lot has been said and written about customer experience and still, there are tons of questions on CX. This article attempts to answer some of the most frequently asked questions on customer experience. What is customer experience?

How to Leapfrog Competitors With Your Digital Customer Experience

SBI Growth

Having a full comprehension of customer experience in a digital world is crucial to revenue growth today. This motion requires not only active market listening, but communicating actionable insights across product, service, and channels — all while reducing friction in.

What Market-Leading CEOs Do Differently to Measure Customer Experience

SBI Growth

Most CEOs state that Customer Experience is a differentiator for competitive advantage. Article Customer Experience Strategy Go-To-Market StrategyIf perfected, it becomes difficult for the competition to fast follow.

Top 10 Customer Experience Mistakes


A good customer experience will have a positive impact on revenue. Some businesses only focus on sales and marketing leading to less focus on customer engagement. Investing in customer experience will boost customer success and customer retention rates.

Five years in customer experience at Nutshell


As Nutshell’s new VP of Customer Experience, I took the chance to reflect on my journey to this point, and wanted to tell my own Nutshell story. It also said “We make CRM software to help people grow their business” and mentioned they were hiring in customer experience.

How CMOs Can Increase Revenue by 40% by Leveraging Customer Experience

SBI Growth

Historically, discussions about “the customer experience” have been code for “let’s talk about some quick wins to improve our renewal rates before the end of the next quarter.”

7 Majestic Steps to Run an Effective Customer Experience Team Meeting


As a core leadership group working for a SaaS-based product company, running an effective customer experience team meeting is imperative. Customer experience is one of the vital components for the success of any organization. What will the customers get in return?