February 17, 2017 |

Walmart’s poor overall customer experience made it no great value for Buffett

Some business publications are reporting that Warren Buffett’s recent decision to unload $900 million worth of Walmart stock has signaled the slow death of retail as we know it. This... Read More

Categories: Insights,Retail
January 16, 2017 |

CX Resolutions: 5 ways to make customer experience standout this year

It’s a new year, which for many also brings a strong resolve to make significant improvements or achievements during the following 364 days — or in other words, New Year’s... Read More

Categories: Insights
January 3, 2017 |

Why CX still rules in a world with Amazon’s checkout-less retail stores

If I was a retailer that hadn’t bothered to develop a mature CX strategy, the news about Amazon’s new checkout-less grocery store would be alarming. However, those that have been... Read More

Categories: Insights,Retail
December 8, 2016 |

Retailers: Are you tapping the right expertise?

Fresh off the heels of the big black Friday holiday shopping sales bonanza, you may have noticed lots of well-known organizations coming out of the woodwork to offer reports on... Read More

October 17, 2016 |

A Salesforce-owned Twitter could still be a win for CX Intelligence

With the fires cooling around a sale of Twitter, there’s still a case to be made for why Salesforce may eventually renew its interest in the social network despite ending talks late last week. It’s also probably the one buyer that could transform Twitter into a platform capable of elevating the landscape of customer experience (CX) intelligence to new heights. Read More

Categories: Insights
September 28, 2016 |

Why omnichannel measurement is the holy grail of customer experience

Most brands still view the customer experience as the sum of individual, independent parts: a website, a mobile site, an app, a call center, a store or a branch. This... Read More