Customer Experience and COVID-19; Catching our Breath

[vc_row][vc_column][vc_column_text] Consumer behavior has changed forever, on that point almost everyone agrees. Brands are being forced to adapt their marketing and touch points real time. We first saw this with the messaging from nearly every company that had some version of “it’s going to be okay”,...

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How to Maximize Customer Experience with Journey Maps – and Why So Many Companies Don’t

[vc_row][vc_column][vc_column_text]Lots of companies now use journey maps to understand and improve the customer experience. Problem is, they don’t use them very well.   Analysts have documented this problem for years. For example, Forrester Research CX expert Joana van den Brink-Quintanilha says one common mistake is not doing...

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How Blockchain is shaping Customer Experience

[vc_row][vc_column][vc_column_text]2017 was a year that ushered in several new words into our vocabulary … fake news, fidget spinners, and of course … Bitcoin. While we will intentionally avoid discussion on fake news, Bitcoin and other crypto-currencies definitely have our attention. We’ve been fortunate enough to...

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Why Organization Wide Engagement is Key to Your CX Journey—and How to Get It

[vc_row][vc_column][vc_column_text]It takes a village, right? Well, maybe not exactly a village, but it’s no secret that anything pertaining to Customer Experience will require multiple stakeholders across the organization. One of the challenges that we frequently see is getting buy-in and resources to start a CX...

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The Single Most Important Element to Improve CX

[vc_row][vc_column][vc_column_text]What is the single most important thing I can do to move the needle on our customer experience? It’s a question clients frequently ask us. It’s also one that is likely best answered with more questions.   For starters, are you looking for a CX revolution or...

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