In the recent research report by MyCustomer in association with Quadient, Customer Journey Mapping Research Report 2018, results validate what we practitioners have known for years: leadership buy-in absolutely matters and it should never be a one-and-done effort. It is really great to see more …
Michael Hill
SuiteCX Isn’t Afraid of a Few Thousand Touch Points
This Halloween, don’t let gobs of customer touch points scare you. SuiteCX is the best solution for organizations with large volumes of customer interaction points. With a database designed to handle thousands of interactions with an intuitive, spreadsheet-like interface, and maps that render quickly in …
Leslie Olsen
ScaryCX – The scariest CX project I ever saw…
As Halloween approaches, I can’t help but reflect on some of the scary things I’ve encountered in my career as a marketing professional. Perhaps the most terrifying occurred in my role as VP of Marketing for an online printer. We’d been digging into our key …
Darcy Bevelacqua
Case Studies in Smart Customer Engagement
It is becoming ever more clear that companies are interested in improving the customer experience. However, there is some finesse required to engage with customers in this era of full inboxes and time-starved days. True engagement requires a dialogue between customer and company. Customers must …
Darcy Bevelacqua
The State of CX: Musings on The CXPA Members’ Insight Exchange
I attended the CXPA Members’ Insight Exchange last week in Atlanta. It was a wonderful gathering of people focused on both the theoretical and practical aspects of improving the customer experience in their organizations. Many of the speakers presented actual case studies to illustrate their …
Darcy Bevelacqua
Re-inventing the Buyer Journey to Drive More Qualified Sales Leads
Everyone wants more qualified leads, but how to find the ones that will convert, use your product and become advocates?
Darcy Bevelacqua
Customer Experience is about Business Transformation
The more we interact with clients the more we have come to realize that Customer Experience (CX) is fundamentally about business transformation. Understanding customers and responding to market dynamics accordingly requires an agile approach, but must companies are flummoxed as to where to focus their …
Valerie Peck
The Latest from David Raab: Use Data, Decisions & Delivery to Create the Ideal Customer Experience
Consumers Expect Personalized Treatment. 72% are frustrated when they receive generic marketing that doesn’t relate to their interests or past purchases. (Source: 3 Things Marketers Need to Know About Succeeding with Personalization, Autopilot, 2015) 68% have stopped doing business with a brand due to poor …
Valerie Peck
McKinsey gets it so right in this article on building a design-driven culture
According to the Design Management Institute’s Design Value Index, design-driven companies have maintained a significant stock-market advantage, outperforming the S&P 500 by an extraordinary 219 percent over the past ten years.
Valerie Peck
Harvard Business Review on Customer Journeys
We love it when we see further validation of the work we have been doing for so long. Harvard Business Review weighs in on the power of customer journeys in helping companies to differentiate via excellence in customer experience.
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