Is Customer Experience Dying? The Pioneers of CX Discuss

Is Customer Experience dying? Maybe it is. At the very least, Customer Experience is dying as we know it. I recently discussed whether Customer Experience is dying on LinkedIn Live with two other Customer Experience champions, Joe Pine, co-author of The Experience Economy, and Lewis Carbone…

CX success starts with understanding employee experience

Better employee experiences make for better customer experiences. According to research from Oxford University, workers are 13 percent more productive when they are happy, which should ultimately empower them to do better work. Patrick Lencioni, the author of The Truth About Employee Engagement, believes that employees want to matter and feel that their work is having an impact on the organization.

Seven Digital Experimentation Principles that are Impacting Customer Experience & Your Bottom-line

Customer Experience can be challenging unless you have the right resonation with customers, users, and employees. Experience design and business transformation initiatives can require time, effort, and finances.

10 Digital Customer Experience Trends to Watch For in 2021

Many customers have had a difficult time in 2020, and they’re looking for the brands that they’ve stuck by to support them and help make 2021 much better. The good news is that Forrester predicts that 25% of brands will have significant advances in the quality of their customer experience in the year 2021.

Friction-fighters not fire-fighters: how to protect customer experience as you scale your business

Today, customers expect their interactions with every company to be quick, convenient, and contextual. Yet, when a company scales and begins to achieve exponential growth, the challenge of keeping pace with customer expectations grows exponentially, too.

10 Proven Strategies to Manage and Exceed Customer Expectations

Your marketing strategies should greatly focus on consumer expectations. Knowing what your customer needs will help you to build improved products and to attract your targeted audience. The client expectations are typically based on actions brands show when they interact with a company.