Everyone is talking about customer experience and most companies have NPS (net promoter scores) and CSAT (Customer Satisfaction ) scores , but don’t confuse this with making CX a business priority for your company. There is as a significant difference between the theory of CX …

In my last post I reviewed several factors that all contribute to the difficulty of pursuing a long-term customer experience improvement initiative, even though improving CX seems to be on every company’s wish list. But in addition to inattention, drifting priorities, overloaded managers, inadequate data and lack …

There’s no doubt that “customer experience” is one of the hottest topics in business today. And there’s a great deal of evidence that a better CX leads not just to increased customer satisfaction, but to reduced operating costs and improved sales, as well. Aside from minor tweaks …

For the past 10 years retailers have felt the full brunt of aggressively competitive pricing in a format of convenience and instant gratification commonly referred to as Amazon. The shareholder value that has been lost in the wake of this new business model has been …

In order to improve customer engagement, the organization needs to understand the customer needs and work together as a team to support the changes necessary to deliver new solutions. The customer’s expectations have risen to learning what to focus on and how to invest your …

One of the definitions for the word Inventory is: “detailed, often descriptive, list of articles, giving the code number, quantity, and value of each catalog.” What does that have to do with SuiteCX? SuiteCX has mastered the concept of Inventory by creating a standalone map …

Customer experience consultancy, Ellipsis, launches first productised data offering off the back of Data Republic’s data exchange marketplace. Customer engagement consulting agency, Ellipsis, has joined forces with Data Republic on a new data product offering aimed at helping brands better measure customer loyalty investments. The …

Over the last 10 years the retail industry has been radically transformed. Whether retailers are ready for it or not, consumers have become hooked on the real-time, personalized world. Consumers expect to get what they want, when they want 24/7. They also expect to be …

Investments in customer loyalty are booming. Marketing teams are spending big on rewards, partnerships, agencies, data capabilities and marketing technology. Loyalty has become table stakes in most consumer facing sectors. Having a loyalty program is becoming a cost of doing business, a hygiene factor. 35% …