Tag: customer experience

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 […]

July 12, 2023

As of July 5, 2023, I was the 11,508,230th person (they give you a badge) to sign up for Meta’s new app “Threads.” (Cue unnecessarily, overly excited brain that has spent more time indulging in the simplicity of this app […]

July 11, 2023

Emotional drivers are integral to the creation of an exceptional customer experience. By building relationships with customers through positive emotional experiences, brands can improve customer loyalty and satisfaction. Understanding and leveraging these emotional drivers enable brands to create an unforgettable […]

July 7, 2023

Before making a purchase, people go through several different stages unique to each purchase. High performing businesses have figured out these stages to help turn prospects into customers, and customers into fans. How do they do it? By focusing on […]

July 6, 2023

We are living on the cusp of an AI revolution in customer experience management, as companies brace for a future where AI technology — such as machine learning, chatbots and lately generative AI — will supercharge contact centers and frontline […]

June 28, 2023

In today’s current environment, marketing feels more about cost and efficiency than about creativity — the balance between art and science is askew. The relentless pressure to achieve more with fewer resources, amid stagnant budgets and the ongoing need to […]

June 27, 2023

In the ever-evolving landscape of customer service, companies are leveraging artificial intelligence to pioneer preemptive solutions. Today, Frame AI, the AI-powered customer experience intelligence platform, unveiled some product enhancements exclusively to CMSWire. Frame AI’s software analyzes human interactions and harnesses […]

June 13, 2023

Consumers are becoming more aware and concerned about the collection, storage and use of their personal data online. As such, they tend to prefer businesses that consistently demonstrate transparency, trustworthiness and robust security in their data handling practices. To meet […]

May 23, 2023

Collaborative marketing, also known as partnership marketing, involves two or more brands working together to reach a wider audience and increase customer engagement. The collaboration can include co-branding, shared advertising campaigns and even joint product development. This article will take […]

May 17, 2023

When I look at standard B2B CX content and recommendations, I’m befuddled. Much of the content is brilliant, yet unrealistic for many companies. Even with the methodology, models, tools, analytics and reporting at our fingertips, actual customer experience is still […]

May 12, 2023

In this special edition of CX Decoded, recorded live at the JW Marriott in Austin, Texas this week during the CMSWire CONNECT Conference, CX Decoded hosted Karna Crawford, a distinguished marketing and digital strategy leader with a proven track record […]

May 11, 2023

Generation Z, the group of people born between 1997 and 2012, is the largest and most diverse generation in history. They are also the most digitally savvy and socially conscious consumers, with high expectations and a low tolerance for poor […]

April 28, 2023

According to a March 2023 Statista report, the global artificial intelligence (AI) market is valued at $142.3 billion dollars. In recent years, the ecommerce industry has undergone a significant transformation, thanks to the rapid advancements in AI and machine learning […]

April 18, 2023

In today’s digital-first world, delivering exceptional experiences to customers across digital channels has become a top priority for businesses. From websites and mobile apps to social media and beyond, every touchpoint along the customer journey is an opportunity to engage, […]