Tag: cx

December 6, 2021

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 […]

December 1, 2021

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 […]

November 24, 2021

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 […]

November 3, 2021

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 […]

October 19, 2021

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 […]

September 14, 2021

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 […]

June 24, 2021

Genesys, a company that specializes in customer experience orchestration, has shared news about their new platform, Genesys DX, a predictive engagement digital customer engagement platform. Genesys DX makes use of the company’s CX proficiency and Genesys AI, a predictive engagement […]

June 21, 2021

For over a decade now companies have been capitalizing on the three V’s of big data: volume, variety and velocity. The ready availability of customer data — in theory — translated into a goldmine of insights for businesses. Yet according […]

June 16, 2021

If you’ve been practicing account-based marketing (ABM) for some time, you’re well aware of the need to target the right accounts and get personalized with your outreach. But even the best ABM practitioners are unwittingly making mistakes that can alienate […]

June 15, 2021

There’s no denying the advancement of smart voice assistant technologies into people’s homes. According to a 2021 Statista report, shipments of smart speaker units were at an all-time high in the fourth quarter of 2020. Amazon led the way with […]

May 5, 2021

Marketing teams are increasingly turning to artificial intelligence (AI) to improve results, with marketers investing over $227 million in AI-based technologies in 2018 alone, according to Statista. Yet many companies have yet to use AI or have just started exploring […]

April 8, 2021

All aspects of retail are being disrupted today. The industry is seeing dramatic gains or losses across channels and, ultimately, brands. Digital has become the epicenter of activity and the disruption is leading to an unprecedented opportunity to use customer […]

April 1, 2021

The importance of happy customers cannot be overestimated. Harvard Business Review has noted that companies who achieve industry leading NPS scores for several years in a row grow revenue 2.5 times faster than their peers and deliver two to five […]

March 30, 2021

For years, marketing leaders struggled to measure their impact: how do you count the number of people who saw a billboard, or the ways it influenced their buying behaviors? But as customer experiences go digital and marketing technologies mature, marketers […]

January 29, 2021

What now? Marketing leaders currently face that very question for 2021 marketing strategies after a tumultuous 2020 that saw record layoffs, marketing budget cuts and dramatically-shifting buyer habits. 2020, right? How do marketers respond in 2021 which still, let’s all […]

April 7, 2020

Companies that have seen a positive revenue growth collect more customer experience (CX) data than other non-growth companies, according to a recent survey by Gartner The survey found that nearly 80% of growth organizations use customer surveys to collect customer […]

March 9, 2020

With customer experience (CX) becoming an integral part of doing business today, CXOs across industries are working feverishly to delight consumers along each step of the buyer journey. At a high level, ensuring a positive CX means eliminating the friction […]

February 14, 2020

The core of lean is maximizing customer value while minimizing activities or choices that create waste. It asks how we can create awesome products, services and experiences for our customers while removing actions or steps that lack customer value. When […]

December 11, 2019

Customer experience has become a competitive differentiator in the enterprise and it is a top line agenda item for many organizations. This is evident in the amount of customer experience technology acquisitions that took place throughout the last year. And […]

November 12, 2019

Reimagining customer experience (CX) to meet the changing needs of that demanding audience is a primary driver for today’s organizations to embark on digital transformation (DT) projects. However, it’s crucial to the success of CX and DT endeavors that your […]