Tag: cx

October 24, 2019

Did you know that customer experience (CX) is surpassing price and product as the major brand differentiator? For many consumers, customer service and customer experience are seen as one in the same. However, customer service and experience differ just a […]

October 8, 2019

We’re now undeniably living in the age of customer experience, with CX projected to overtake product and cost as the key brand differentiator by 2020. Meanwhile, customers are willing to spend a price premium of up to 16% for a […]

September 3, 2019

The majority of organizations have a senior customer experience (CX) leader and a centralized CX team in place, according to findings from the Qualtrics XM Institute’s The State of Customer Experience Management 2019 benchmark survey. Is it time for all […]

August 1, 2019

Everywhere you turn, people are talking about customer experience (CX). In fact, an Econsultancy survey found 22% of companies identified CX as the most exciting business opportunity of 2019 — beating content marketing (15%) and mobile marketing (13%). Organizations are […]

May 8, 2017

Customer experience (CX) is the new black and it is, for all intents and purposes, the catalyst for accelerated and purposeful digital transformation. Often in my research however, I find that customer experience is relegated to enterprise-first approaches to improving […]

March 18, 2016

For the last few years, “mobile first!” has become the mantra among savvy digital marketers. But a mobile first approach seems to be more of an ideology than it is a standard in digital design. Recent research shows that marketers […]

August 14, 2015

Humans are emotional creatures and they want experiences that engage them as humans. They’re not eyeballs, impressions, views, likes, shares, clickthroughs, or conversions. A few weeks ago, I visited New York on a beautiful summer day to participate in an […]