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The term “customer experience” usually conjures up images of individual customers in retail or other business-to-consumer (B2C) environments. I am often asked about business-to-business (B2B) as a separate experience. After speaking on overall customer experience
Customer Experience is About Value and Values Customer experience is not the new battleground anymore. It’s THE battleground. And it all centers around the word value. How can we provide value in what we
SAP CX Live and SAP SAPPHIRE NOW allowed me and some 30,000 friends to get a sneak peek into the way this global organization and their many partners view the world of the future.
Customer experience solutions are readily available these days. There are robust platforms that promise a seamless journey for your customers. There are feedback tools to help you gather JUST the perfect, most meaningful insights. And
Touchpoints aren’t what they used to be. There was a time in our history when customer journey touchpoints were…finite. We could list them easily and agree easily to what they were. The list might have
It’s that time of year. We’re all making predictions and tracking trends in customer experience. What will happen in 2019? Which trends will matter? Which will fade away? One thing we predict will not change
The job descriptions for a customer experience leader vary between tactical analyst and strategic overlord. Defining just what a customer experience leader does can be tricky. But what’s even trickier is when you may not have
Have you had enough of the term omnichannel? It blasted into our vocabulary a few years ago, shoving out multichannel as the preferred ubiquitous business speak of our time. Omnichannel paints a picture of an
Ever have a sneaking suspicion something just isn’t right, but you don’t know how to fix it? Is that happening with your organization’s customer experience design for service delivery? Lately, I’m seeing a lot of
What is the backbone of CX success? They say in every relationship, it’s important to have more positive interactions than negative ones. In the healthiest of relationships, the ratio of positive to negative is 2:1
The 3 Biggest Areas of Potential ROI and How to Invest Strategically to Maximize Results
