Companies need to collect customer data to account for how an omnichannel customer journey changes based on previous interactions on different channels. Continue reading...

When you’re bringing customer feedback and other customer data from across the organization together to get that holistic view of the customer’s journey and then using that to not only design and […]

Customer journey orchestration is the art of mapping and guiding a customer's interactions with a brand across various touchpoints and channels. Continue reading...

FTC and 17 states challenge Amazon's monopoly power. Will it impact the renowned Amazon customer experience or redefine ecommerce practices? Continue reading...

Explore how voice of the customer strategies go beyond surveys to drive customer loyalty and boost revenue. Continue reading...

What actions can change leadership take to achieve genuine business transformation and cultivate workplaces that employees desire? Continue reading...

Unlock the secrets of the customer data platform (CDP). Discover what a CDP is and how it changes marketing through customer data. Continue reading...

By mastering the latest techniques and strategies, certified marketers speak the language of CX fluency, aligning initiatives to maximize value. Continue reading...

Are you facing roadblocks in your business, struggling to connect with your customers and adapt to corporate structures? Have you ever considered that empathy could be your solution? Join our podcast […]

Why generative AI in customer service is the superpower needed for your customer support teams’ arsenal. Continue reading...

Forward-thinking contact centers are leveraging generative AI to enhance CX and address frustrations like long wait times and repetitive conversations. Continue reading...

Explore how CIOs tackle generative AI in customer experience. From boardroom plans to security risks, uncover the strategies shaping its implementation. Continue reading...

EngagementThe future of CX is intelligent adaptive messaging

Are you struggling to deliver personalized customer experiences without infringing on customer data privacy? It's a common challenge, yet there are tangible solutions, as you'll hear Stacy Sherman […]

In this week's post, Ben Motteram (aka CXpert) shares his interview with Jon Briggs of KeyBank and Tim Attinger of OvationCXM, where they talk about KeyBank's path to implementing (quite […]

Is your data ready? Is your team ready? Are you ready? Being ready is critical to the successful implementation of artificial intelligence (AI) to improve your customer experience. The next […]

  We have multiple ways of evaluating prices. These differ in terms of how easy they are for us to do and how accurate they are. Understanding how customers evaluate pricing can help you correctly […]

In a recent article, I wrote about the benefits of a customer-centric culture, but I also mentioned the challenges of deliberately designing such an organization. How does one overcome these […]

Sometimes your customers have to wait. You would rather that wasn’t necessary, but it is reality. So, rather than ignoring this fact, I wanted to discuss how you can make waiting less terrible for […]

Last week, in the first article of this two-part series, I wrote about the concept of customer off-boarding, the opposite of customer onboarding. This week's article will cover who's responsible for […]

How does our brain's design shape our customer interactions? And could it be the secret weapon for unparalleled customer service? Join Stacy Sherman and Alain Hunkins as they shed light on these […]

In the last two weeks, I wrote about customer onboarding. But what about customer off-boarding? What is it? Why is it important? Is it for B2B customers only? What if it's not done or not done […]

Ever wonder what lies beyond the current wave of digital transformation? Doing CX Right host Stacy Sherman and tech guru Antonio Grasso explore this very future. During this show, you'll hear […]

Does the onus for customer onboarding only reside with your customer success team? No. Is it OK to automate customer onboarding? It depends. What are the design considerations I should think about […]