Defining the Value of Customer Experience: A Guide for Creating CX ROI in A Constantly Changing World
What is the value of customer experience? Understand how to create ROI and boost customer experience value in your organization.
Featured
What a Customer Journey Touchpoint Is (and Why Customer Experience Leaders Should Care)
Your relationship with customers is built one step at a time. Every interaction they have with your organization leaves an impression — and you want it to be a good one! ‘Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. And for good reason! Each customer journey touchpoint is
What a Customer Journey Touchpoint Is (and Why Customer Experience Leaders Should Care) Read More »
Why Customer Experience Success Requires A Great Employee Experience
Let’s examine how customer experience (CX) influences employee experience (EX) and vice versa, and share proven ways to align your efforts (and drive lasting success!) in both areas.
Why Customer Experience Success Requires A Great Employee Experience Read More »
How Generative AI Can Uplift Your Voice of the Customer (VoC) Program
Voice of the Customer (VoC) programs have leveraged some level of artificial intelligence (AI) in many ways already, including pattern recognition, predictive analytics, and sentiment analysis. And while any customer feedback program can add value to a customer experience strategy, the best ones create a swift cycle of turning listening into insights and action. Generative
How Generative AI Can Uplift Your Voice of the Customer (VoC) Program Read More »
The Spectrum of Data-Driven CX (And Why There’s No Magic Metric)
Every team at an organization must prove how their work contributes to the bottom line — and customer experience is no exception. We know CX teams can deliver significant business advantages: Satisfied customers are much more likely to purchase more Revenue grows 40% faster by providing personalized experiences Businesses achieve a 2.3x higher customer lifetime
The Spectrum of Data-Driven CX (And Why There’s No Magic Metric) Read More »
Avoiding Customer Experience Missteps in 2024: A Guide to Sidestepping Common Pitfalls and Outdated Trends
It feels like the world is changing at lightning speed. Customer experience leaders are not just expected to keep up with trends in the marketplace, customer expectations, and technology, we simply MUST do so to serve customers and stay ahead of the competition. Let’s discuss common missteps, mistakes, and general mayhem to avoid! Former CX
Communicating CX: 15 Tips for Talking About Customer Experience
Organizations that focus on customer experience as part of who they are don’t stop communicating about it. It’s part of their internal communications and employee engagement rhythm. Here are 15 ideas to get you started. Combine this with a customer experience champion program within your organization and watch culture really shift.
Communicating CX: 15 Tips for Talking About Customer Experience Read More »
The Psychology Behind Customer Retention and Loyalty
The most successful companies prioritize customer retention and loyalty alongside acquisition. Studies show it can cost 5 to 25 times more to acquire a new customer than retain one.
The Psychology Behind Customer Retention and Loyalty Read More »
How to Gain Leadership Buy-In for Customer Experience: A Guide for CX Change Agents
Convincing executive leadership to prioritize and invest in CX initiatives can be a challenge. And yet, leadership buy-in is a critical part of customer experience success.
How to Gain Leadership Buy-In for Customer Experience: A Guide for CX Change Agents Read More »
How to Listen for Untold Feedback to Boost Your Business Results
Your customers actively give clues about (or directly tell you!) how to improve their experience. But are you listening in the right ways?
How to Listen for Untold Feedback to Boost Your Business Results Read More »
