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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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 you,” and they perfectly capture the value of personas, which...
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What is the single most important thing I can do to move the needle on our customer experience (CX)? 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...
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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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What do your customers really want? Finding out isn’t just a matter of asking via surveys. It’s about asking the right questions – something that Forrester Research says most companies fail to do. Take quantitative surveys, the No. 1 tool that organizations use when developing customer...
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