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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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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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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Five Reasons Why Personas Work—and Three Tips to Begin Using Them

[vc_row][vc_column][vc_column_text]Five Reasons Why Personas Work—and Three Tips to Begin Using Them   Discover credit cards has a series of commercials where the people calling customer service are talking with a mirror image of themselves. The commercials all end with the tagline “We treat you like you'd treat...

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Rally around Personas and Journey Maps to Put Customers First

[vc_row][vc_column][vc_column_text]Is your marketing making promises that your customer experience (CX) doesn’t deliver? Aligning your CX, brand and marketing is an effective way to differentiate your business from the majority that send mixed messages. That dissonance confuses and frustrates customers.   Departmental silos are a major culprit, according...

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