Tag: cx

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. […]

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 […]

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 […]

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 […]

August 23, 2023

Let’s say some significant portion of your customers are complaining about the length of the wait at a certain store. Your analysis of the VoC data suggests that the waiting time is the single most important factor resulting in customer […]

August 21, 2023

Customers and partners now expect to be serviced and engaged on their terms, from any location, and using the devices they choose. That puts pressure on organizations to provide a seamless and consistent experience across all products and channels. Organizations […]

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

Virtual agents are becoming increasingly important to enable companies to handle growingly complex types of queries, as well as to help agents in contact centers to deliver better CX. Virtual Agents in Contact Centers: A Brief History In the 1990s, […]

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 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 […]

June 30, 2023

From customer service chatbots that respond to customer questions and handle multilingual inquiries, to tech that provides hyper-personalized recommendations, automates processes and reduces fraud, AI-augmented tools save human workers precious time by streamlining the shopping experience and handling the “grunt […]

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 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

Fintech companies are using chatbots and virtual assistants to provide personalized and interactive financial guidance to customers, helping them make better financial decisions and improve their financial literacy. These AI-powered platforms, merging technology with the human touch, are increasingly becoming […]

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 […]

March 21, 2023

While positive employee experiences can enhance customer experiences, negative employee experiences can have the opposite effect. A famous SNL sketch parodies the frustrating experience of trying to cancel cable service, with a customer being repeatedly put on hold, transferred to […]

February 24, 2023

Digital marketing leaders are looking to increase email responses from their customers and reduce unsubscribe rates, but boosting those metrics requires additional data to help personalize messaging with information on past purchase behavior inquiries and engagement. ChatGPT and AI-Based Programs […]

February 21, 2023

In a world where customer experience (CX) is increasingly important, CX professionals need to stay ahead of the curve. That’s where ChatGPT comes in. This cutting-edge generative artificial intelligence (AI) has the potential to change the way CX leaders do […]