Blog & Resources

Innovation

Is Your Customer Experience Technology Helpful or Creepy?

As some of you who follow this blog may know, I took the CXI® magnifying glass with me to South By Southwest Interactive this month to scout for customer-focused themes within the latest tech trends. Trends are always a big part ...

Exclusive Chicago Auto Show Interview: Consumer-Driven Innovations

The Chicago Auto Show is now in its 107th year! It's a showcase of what's new and what's next in auto design and development. This means more than just amazing new vehicles, this means learning about how storied industries like ...

Stay Ahead with an Honest Exchange of Customer Experience Insight

I'm spending some time in hot and stormy Atlanta this week. It's the fourth annual Customer Experience Professionals Association Insight Exchange, where CX professionals from all sorts of industries come together to share stories, showcase best practices and in general ...

Memo to Santa: 2014 Needs More Business Accessibility

I'm pulling a Gini Dietrich and writing this post early morning (not as early as she would, but it's still semi dark outside)! Normally I write best the night before, but I'm still battling resuides of jetlag and we had ...

Micromoments and the Balance Between Love and Hate

A flourish. A gesture. A moment. A tiny tip of the hat to human-centered design. When I saw Jeannie’s TEDX talk on micromoments, it resonated with me as a human, but also as a professional communicator. Instant reactions to customer ...

Why We Love Sephora: Latest CXI Case File

Many retailers have been spending a lot of time and energy battling showrooming. Instead of understanding the way customers behave, they fight it in ways that focus on anything BUT the customer. Customers have access to more information than ever before, and ...

Learn 3 Customer Loyalty Concepts From Community Managers

A few years ago, the role of community manager as we know it today didn’t exist. Social media was in its infancy, and as brands joined in they started to see the real value in having 24/7 access to their ...

Rackspace Gets Fanatical About Customer Experience

Ben Hart, Senior Director of Customer Loyalty at Rackspace, was the Keynote Speaker for the Customer Experience Professionals Association (CXPA). Rackspace is a $1.3 Billion hosting company that is the # 1 specialist in the hosting and cloud computing industry. ...

Keys to Customer Experience Innovation (MAP)

Day 4. Jeannie is still on vacation. Yeah, I'm counting. :-) I thought it'd be neat to wrap up our innovation month with a map (scroll down, it's right down there) and give you the keys to unlock the motherlode: ...

Can Innovation Start With Imitation?

Over and over and over again, I stress the importance of evaluation of your own company’s customer experience as a vital part of improving the customer experience. Without evaluation, there is very little to go on. It’s way too easy to ...

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