Customer Think

MAY 9, 2024

Almost everything in your business plays some role in shaping customer experience. The aesthetic choices of your installations, your welcoming communications, and the quality of your products all influence how your customers think about your brand. But how does that customer experience shape customer support satisfaction?

Customer Experience 70

Customer Experience Communication 70

Customer Think

APRIL 23, 2024

What customers are seeing and experiencing vs. what brands are saying can often be in conflict. The gap between Marketing and Customer Experience (CX) teams is largely responsible for that. This is an updated version of that article from July 2020. In this article, I’ll pose some concepts […]

Customer Experience 76

Customer Experience Marketing Digitalization 76

Customer Think

NOVEMBER 12, 2021

It appeared on their blog on June 7, 2021. We know that the customer experience is important to the success of any organization. Customers are king, and they vote with their wallets – and with their fe. I originally wrote today’s post for WixAnswers.

Customer Experience 144

Customer Experience Organization 144

NG Data

MARCH 6, 2024

Customer DNA uses customer data to provide a complete view of customers, enabling enterprises to create personalized experiences that increase brand loyalty and customer value. With predictive capabilities, Customer DNA helps enterprises stay ahead of the competition and deliver exceptional customer experiences.

Customer Value 52

Customer Value Customer Experience 52

Customer Think

DECEMBER 21, 2023

In the realm of artificial intelligence (AI), Large Language Models (LLMs) have emerged as game-changers, wielding a profound impact on how businesses interact with and enhance the experiences of their customers. Understanding the Rise of Large Language Models: […]

Customer Experience 113

Customer Experience Artificial Intelligence 113

Customer Think

MAY 8, 2023

With the advancement in technology, companies can now engage with customers in more ways than ever. Digital transformation has become the key to improving customer experience. We will define digital transformation, discuss how it improves digital customer […]

Digital Transformation 145

Digital Transformation Customer Experience Digitalization 145

Customer Think

MARCH 8, 2024

What the heck is customer experience, and who is responsible for it? Let’s start with them, before I dive deeper into that topic with Praval Singh, VP Marketing for Customer Experience at Zoho, who – naturally – has some good […]

Customer Experience 67

Customer Experience Marketing 67

Customer Think

FEBRUARY 26, 2024

Years ago, I wrote a post titled, What Exactly is Employee Experience? I know I’ve written tons about customer experience, and I’ve included my definition here and there, but there are always new folks coming into the discipline, so why not do a refresh.

Customer Experience 67

Customer Experience 67

Customer Think

MARCH 12, 2024

’” In addition to making us laugh, this public passenger feedback stresses exactly what customer experience in your design-build project is. We are sure there was a reason for this suboptimal customer experience. […]

Customer Experience 67

Customer Experience Innovation 67

Customer Think

OCTOBER 11, 2023

Posted originally at [link] How complexities prevent and improve employee and customer experience Is your organisation losing value and capacity to complexity? In this article we provide a short framework for understanding some of the most common sources of complexity in any organisation.

Customer Experience 125

Customer Experience 125

Customer Think

DECEMBER 4, 2023

A quick Google search will reveal dozens of blogs, companies, and social media posts espousing the benefits of positive affirmations, and the power of positive and encouraging words. Likewise, a dip into the comment section of many blog topics, news stories or social […]

Customer Experience 107

Customer Experience Media 107

Customer Think

JANUARY 22, 2024

This article was originally posted on [link] In the era of Conversational AI, where voice assistants and chatbots have become integral parts of our daily interactions, the evolution of AI conversations plays a pivotal role in shaping enhanced Customer Experiences (CX).

Customer Experience 128

Customer Experience 128

Customer Think

FEBRUARY 1, 2024

In the past year, at least 24 new discoveries were made in the immature field of Customer Experience Management (CXM). As I write and talk about CX (Customer Experience), CS (Customer Service and Customer Success), and CXM, I continually realize there is still […]

CXM 111

CXM Customer Experience Customer Success Management 111

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

DECEMBER 21, 2022

As technology advances, businesses around the world are making efforts to use it to their advantage and make the customer experience more enjoyable and efficient. In Iceland, technology is being used to improve customer experience in a variety of ways.

Customer Experience 98

Customer Experience 98

Customer Think

MARCH 7, 2024

Employee experience (EX) goes hand-in-hand with customer experience (CX). It’s like the chicken and the egg: which comes first? Both rely upon one another for existence. EX and CX are immature fields of practice. That’s true in every industry and nation.

Customer Experience 110

Customer Experience 110

Customer Think

MAY 9, 2024

There’s a universal truth the world over — bad experiences turn customers away. Customers in some regions are less forgiving after a poor interaction. For instance, while only 32% of consumers worldwide say they’ll walk away after just one bad experience, […]

Customer Experience 113

Customer Experience Leadership 113

Customer Think

FEBRUARY 26, 2024

In November of last year, I spoke at the CX NXT – Customer Experience Summit in Dubai on the topic of failure, fumbles and fiascos in customer experience.

Customer Experience 73

Customer Experience 73

Customer Think

SEPTEMBER 21, 2023

It is about leveraging the ultimate customer experience. As a business leader, creating a brand identity that resounds with your audience isn’t simply about having a solid business plan, an eye-catching logo and color scheme, or a memorable slogan.

Customer Experience 123

Customer Experience Business Planning 123

Customer Think

APRIL 8, 2024

I wrote today’s post for Nextiva; it covers an important topic: how to scale your customer experience strategy and includes how you can implement tools like Nextiva to support that strategy. The only true and sustainable competitive advantage brands have today is the customer experience.

Customer Experience 70

Customer Experience 70

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

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 122

Customer Experience Marketing 122

Customer Think

MAY 10, 2024

When it comes to creating outstanding customer experiences, we often hear the same stories of struggle: “Our brand is facing a crisis,” or “We need our staff to take customer experience (CX) more seriously.”

Customer Experience 52

Customer Experience 52

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

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 113

Customer Experience 113

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

NG Data

APRIL 3, 2024

Banks face challenges in managing their legacy cores and personalizing customer experiences. The Intelligent Engagement Platform, a sophisticated customer data platform, allows for targeted marketing strategies and highly targeted interactions to enhance customer experiences.

Digital Transformation 40

Digital Transformation Banking Digitalization Customer Experience 40

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 125

Customer Experience Management Media 125

Customer Think

FEBRUARY 1, 2024

Customer experience (CX) has become a pivotal differentiator. Delivering exceptional CX is no longer a nice-to-have; it’s a must-have to build customer loyalty and drive revenue growth. Yet, few organizations have matured to the point where they can consistently deliver that great experience and realize the benefits.

Customer Experience 70

Customer Experience Organization Leadership 70

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 125

Customer Experience 125

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

DECEMBER 9, 2023

In today’s competitive digital landscape, businesses are not just competing on products and services; they are vying for customer attention, loyalty, and advocacy. To craft a winning CX strategy, businesses must delve […]

Customer Experience 62

Customer Experience Digitalization 62

Customer Think

DECEMBER 18, 2023

Customer service and customer experience (CX) are more than what happens after the sale. It actually begins long before a customer ever makes a purchase. Then, there’s the experience during the sales process and what happens after the sale, which could include a […]

Customer Experience 67

Customer Experience Sales 67

Customer Think

APRIL 17, 2024

So, what’s customer experience got to do with brand management? If the ultimate objective is profitability – and the purpose of marketing is to influence customers to take action that will generate revenue, and the goal of customer experience is to deliver on the promises made by marketing – then […]

Customer Experience 54

Customer Experience Management Profitability Marketing 54

Customer Think

DECEMBER 16, 2023

” As such, you never really know which technologies are actually useful and will help you transform customer experiences and which ones are simply a fad. Even the smallest technology is labeled “game-changing” or “next-level.” If you’re struggling with the same questions, this article is […]

Customer Experience 73

Customer Experience Innovation Digitalization 73

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

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 94

Customer Experience Marketing 94