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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 Experience Lessons from 2020: Experts Chime In

We’re headed into the final weeks of one of the strangest years: A global pandemic shifted how we worked, socialized, interacted and communicated. Our needs changed to reflect these new realities. Parents juggled working from

7 Tips to Simplify & Improve Employee Journey Mapping

Listen to this article What is Employee Journey Mapping? If you’re familiar with customer journey mapping, then you may know more about employee journey mapping (EJM) than you realize. Employee journey mapping uses the same

An Introduction to Customer Journey Storyboarding

Listen to this article There’s something magical that happens in our brains when we draw. And yet many of us, myself included, don’t see ourselves as talented enough to draw outside of the occasional doodle

How Successful Was Your Organization at Achieving Its CX Goals in 2023?

Take the 3-Question CX Change Agent Survey to Share Your Thoughts