Tag: customer experience

February 16, 2024

Taylor Swift was Time’s Person of the Year in 2023. You might love it, you might hate it, but it happened. If Time had instead captured the zeitgeist by naming a Technology of the Year, it wouldn’t be nearly as […]

February 9, 2024

As a child, I grew up in the greatest sporting region of this great country. New England. Where the Super Bowl trophies were minted consecutively, where rings were formed and shaped, where Tom Brady shattered records and where the blueprint […]

February 1, 2024

The intersection between marketing and customer experience is a critical aspect of a successful business strategy. Both areas play a vital role in shaping how customers perceive a brand, and a company succeeds most when the two departments are interconnected. […]

January 30, 2024

Last June, on a whim, I canceled Amazon Prime. I’d seen the FTC’s lawsuit claiming the company “sabotaged” people’s attempts to disenroll and thought it might be worth experiencing firsthand. Within a few clicks, I was out. Life Without Prime […]

January 19, 2024

There’s one major thing that sets businesses apart from the competition. It’s the customer service you offer. It’s their level of service that sets businesses apart. Think about two identical businesses, if one offers better service, that’s the one most […]

December 18, 2023

Customer experience design (CX design) has emerged as a pivotal element in today’s customer-centric world, defining not just how customers interact with brands, but also shaping their overall brand perception and loyalty. The concept of CX design involves creating an […]

December 4, 2023

Within the realm of GTM (Go-to-Market), high-quality data is a necessity. It’s the linchpin that enables businesses to identify and connect with the best-suited individuals and accounts for their products or services, all while ensuring they can engage with them […]

November 21, 2023

April Ho-Nishimura, global head of employee and customer experience at onsemi, a NASDAQ100 semiconductor powerhouse, lives and breathes CX and EX. No, she really does. Just look at her title. We’ve heard about the importance of the intersection of customer […]

November 13, 2023

In an era where data is everything, understanding the intricacies of customer analytics is essential for businesses looking to stay ahead of the competition. The ability to dissect and use customer data can spell the difference between a thriving enterprise […]

November 13, 2023

While most professionals would agree with the complaint that they have “too many meetings,” perhaps the real issue is that such meetings may not be particularly helpful, productive or insightful. For customer marketing managers who are responsible for the success […]

October 30, 2023

The US government’s executive order on artificial intelligence released today underpins a range of implications for customer experience and marketing leaders, particularly around the directives protecting Americans’ data privacy in an era where data fuels personalized customer experiences and marketing […]

October 12, 2023

Predictive analytics offers brands a powerful tool to boost customer retention and improve the customer experience. By leveraging data and predictive modeling, brands can gain granular insights into customer behavior and predict the churn risk for each customer. With the […]

October 2, 2023

We celebrate Customer Service Week and CX Day in the first week of October. Customer service is a term neatly nested within a more robust category known as customer experience (CX). Many other factors comprise the overall customer experience, including […]

September 18, 2023

Today’s customers have endless choices and aren’t hesitant to switch brands if they’re not getting what they need. A customer’s perception of a brand is not just influenced by product quality or price — the overall customer experience, the personalization […]

September 11, 2023

Artificial intelligence (AI) isn’t sci fi like you see in the movies — not yet anyway, and it probably won’t be for a long time. But because so many futuristic, cyberminded depictions are out there about AI, it’s important to […]

September 8, 2023

While Google Analytics had many marketers scurrying to meet the transition deadline to GA4 this year, marketers should also consider this pivotal moment in digital marketing to adjust their analytics on other platforms. If they are using video, then YouTube […]

August 9, 2023

The customer experience now encompasses the physical and digital environments interchangeably, but many brands’ online and offline customer experience (CX) strategies operate in silos, leading to fragmented customer journeys. Delivering a consistent, unified hybrid CX requires tightly integrating these worlds […]

August 2, 2023

Storytelling is ancient and embedded deep in human nature. Every culture across the globe has evidence of stories being told far back in our history, acting as a powerful tool for communication and teaching. However, despite that history, storytelling isn’t […]

July 28, 2023

ChatGPT is transforming not only the workplace, but the world. Since its launch late last year, leaders in almost every sector of the workplace have been utilizing this tool and others to manage their organization. According to McKinsey, “The rise […]

July 24, 2023

While there has been considerable buzz about AI and Threads this year, another quietly growing trend is the use of YouTube as a source for podcast discovery. YouTube has long been a source of video entertainment, but like all social […]