10 Customer Behavior Trends To Keep An Eye On This Year And Beyond

The business landscape has changed drastically over the past year. While companies have come to expect that people’s needs will shift constantly based on changing life situations, the customers of 2021 are remarkably different from their predecessors. Increased online shopping options and new methods for connecting virtually are just a few examples of how technology has altered the ways in which customers live and work.

Should the Chief Experience Officer Cease to Exist?

Thee job of Chief Experience/Customer Officer is used interchangeably within today’s organization and their job should be to conduct all the moving parts of the organization so that they align to the customer’s benefit. They should lead the initiative to connect the customer journey to each department and oversee the initiatives to map out, design, and implement experiences that will provide customers with the most value.

Seven steps to future-proof a customer experience strategy

In the ‘2021 CX Industry Report’ by UserTesting, it was found that despite the efforts to improve CX, many companies are still in the early stages of establishing their CX practices. Sixty percent of respondents admitted that their organization doesn’t have a formal CX strategy in place or only reacts to issues as they happen.

Three ways customers will dictate the future of the cloud

Traditionally, organizations have been forced to adapt their applications and operating processes to public cloud models in order to recognize the full benefits. This led to mixed results as legacy applications struggle to align fully to cloud models, particularly when using lift-and-shift migration methodologies.

The frictionless customer journey in banking starts with text messaging

The ability to provide a frictionless digital customer experience is emerging as a critical factor in attracting and keeping customers. It is fast becoming the way for financial service providers, fintechs and banks alike, to differentiate themselves from their competitors.

Guest experience: Trends, tips & Best practices for 2021

If businesses want guests to return, the experience has to meet their expectations. This is why “guest experience” is so important. Businesses can do this by optimizing every interaction throughout the guest’s journey; this begins by understanding their needs and how best to meet those expectations.

10 Leading Indicators of Horrible CX… and How to Fix

How good is your CX? If you’re like many organizations, you may not truly know. You certainly think CX is a priority. You’ve invested in redesigning or upgrading your CX. But do you actually know how your customers feel about the CX you deliver? It’s no wonder so many of us don’t know how we’re doing—96% of customers won’t tell organizations if they’ve had a bad experience.