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Tag: cx


Advertising & Marketing, Technology

The Modern Age of CX Messaging: 4 Key Changes

November 23, 2022

Via: CMSWire

The new generation of consumers are reshaping customer experience like never before. Digitization has launched a new era where brands must be available whenever and wherever to customers, and elevate the level of service they provide. To learn more about […]


Analytics & Data

How AI-Driven Data Enhances CX

November 21, 2022

Via: CMSWire

By using artificial intelligence (AI) and machine learning (ML), brands can analyze data objectively, improving insights and generating actionable reports that can be used to make data-driven decisions. With AI and ML, these insights are more sophisticated and valuable to […]


Analytics & Data

Measuring CX: Why You’re Doing It All Wrong

November 1, 2022

Via: CMSWire

NPS. CLI. CSAT. CES. CLV. And on and on and on. Most of us have tried it all — and often with such ardor that we tend to categorize CX professionals by which camp they’re in. I’ve spent at least […]


Editorial

5 Strategies for Balancing Security, Acquisition, and Support Costs Without Sacrificing CX

October 11, 2022

Via: Joseph Saunders

Since its inception, the global pandemic has continued to have a long-lasting impact on how we buy, work, and also how our businesses operate.  As such, user behaviour has naturally evolved, leading to developments in customer experience (CX) to meet […]


Analytics & Data

Consumer Data Privacy Protection Lessons from $1.2M Sephora Settlement

September 30, 2022

Via: CMSWire

In this 21st century world of people using phones for multiple reasons other than just talking, there are drawbacks to this simplistic take on everyday living. From texting to paying bills to checking emails, users must be wary of their […]


Analytics & Data

Powering Real-Time Customer Experience Through AI, Analytics and Good Data

September 8, 2022

Via: CMSWire

Customers are connected on social media and digital channels, empowered and in control. How they talk about a brand and their purchase decisions are shaped by one thing — their experience, which is every interaction they have with the brand. […]


Advertising & Marketing, Technology

Why Marketers Should Explore These 4 Emerging Technology Trends

August 30, 2022

Via: CMSWire

For brands, the pandemic’s initial disruptions are easing, if not absent, while spiraling inflation, talent scarcity and lingering supply chain challenges continue to contest marketers’ best laid plans. Against this conflicting backdrop, marketers seek to balance between tried-and-true, personalized campaigns […]


Analytics & Data

Is Bad Data Ruining Your Customer Experience?

August 25, 2022

Via: CMSWire

Poor data quality is often the cause of negative experiences for customers, leads and employees. Outdated, siloed, unformatted, duplicated and otherwise bad data can be the culprit that’s ruining your customer experience. Misspelled names, inappropriate product suggestions, undeliverable messages, duplicate […]


B2B

Making Customer Surveys Count in the B2B, Industrial Worlds

July 29, 2022

Via: CMSWire

If you read my columns here, you’ll note I focus a lot on consumer insights and customer experience (CX) approaches. But guess what? CX and CSAT can be just as important for B2B or industrial sales. Here’s why: When Customer […]


Analytics & Data

3 Ways Sentiment Analysis Can Improve the Customer Experience

July 25, 2022

Via: CMSWire

Automated sentiment analysis can provide actionable insights to brands, allowing them to better understand how customers feel when they encounter pain points along the customer journey or when they have positive, emotionally satisfying experiences. How are brands today using sentiment […]


Advertising & Marketing, Technology

Time for Metaverse Customer Experiences? NFL Says ‘Yes’

June 9, 2022

Via: CMSWire

Forrester reports the metaverse doesn’t exist outside of a “few precursors.” And it won’t be until the 2030s that the metaverse — the internet’s 3D layer of interoperable and interlinked immersive environments — actualizes and disrupts marketing. “Forrester defines the […]


Mobile Commerce, Mobile Marketing

How Retail Businesses Should Prepare for the Metaverse

April 21, 2022

Via: CMSWire

Retail businesses that stake their flags in the virtual marketplace face a major customer experience problem. According to recent Gartner research, 93% of consumers have either never heard of the metaverse or don’t understand it. As Reddit users discussing the […]


Advertising & Marketing, Technology

A Guide to Understanding, Evaluating and Optimizing CX

April 8, 2022

Via: CMSWire

Businesses thrive when their customers are happy. Why? Because those people spread the word about the good customer experiences they’ve had, becoming brand ambassadors. They also return to spend more money. Customer experience (CX) is vital to your brand’s success. […]


Advertising & Marketing, Technology

How AI-Based Marketing Can Improve Customer Retention

December 9, 2021

Via: CMSWire

AI-based marketing enables brands to personalize the customer experience while providing real-time decisioning based on the actionable insights that are obtained through the analysis of massive amounts of historical and current customer data. In fact, according to a report from […]


Analytics & Data

How to Start Analyzing Before the Data Arrives

December 6, 2021

Via: CMSWire

If you have read the previous articles in this series, you may notice that one of the main themes presented for customer experience (CX) professionals or market research managers is “know before you go.” Program strategy informs project details, which […]


Advertising & Marketing, Technology

8 Tips to Build a Winning Customer Experience Strategy

December 1, 2021

Via: CMSWire

Customer experience is critical to business success. CX drives over two-thirds of customer loyalty, outperforming brand and price combined. Delivering an easy and convenient interaction experience creates a good impression, but not one that lasts, according to Gartner in a […]


Advertising & Marketing, Technology

How a CX Mindset Can Power Your Loyalty Marketing Program

November 24, 2021

Via: CMSWire

Today’s marketers are increasingly seeing customer experience (CX) fall under their umbrella of duties. So much so that Harvard Business Review claims that customer experience “has become the new marketing … [because] it influences brand perceptions and impacts business performance […]


News

6 Takeaways from the CMSWire DX Summit Fall 2021 Conference

November 3, 2021

Via: CMSWire

Customer experience leaders will benefit from a culture of experimentation and curiosity in the rapidly changing digital world. Rich Hein, editor in chief at CMSWire, shared those thoughts in the opening keynote of the Digital Experience Summit last week. CMSWire wrapped up its […]


News

CX and Marketing Conferences for Fall 2021

October 19, 2021

Via: CMSWire

Conference season gives CX and marketing professionals the opportunity to learn the latest industry trends, hear relevant case studies and network with other industry professionals. While attending in-person events is still not justifiable for many people, the rise of virtual […]


Analytics & Data

The Link Between Digital Transformation and Customer Experience

September 14, 2021

Via: CMSWire

Companies have many reasons for prioritizing digital transformation initiatives. While operational efficiency and streamlining of processes are clear benefits, improving the customer experience is the most outward facing and even internally visible because of things like customer complaints, lackluster sales […]