Changing Customer Expectations and the ‘stay safe’ Lens

[vc_row][vc_column][vc_column_text] Covid-19 thrust upon us the importance of wearing masks, washing our hands, and social distancing 6 feet apart. This was all done with the intention to stay safe and not contract or spread the virus. Some companies quickly adapted with modifying customer flow through their...

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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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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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Getting Started with Journey Analytics

[vc_row][vc_column][vc_column_text]Journey Analytics is an upcoming trend of opportunity for CX Professionals to gain valuable insights into the customer experience. It’s a practical approach to identify opportunities and justify with firm ROI. In fact, some recent examples we have seen with clients, Journey Analytics are the...

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