April 20, 2017 |

3 lessons on the importance of CX measurement from Amazon’s Jeff Bezos

The concept of Customer Experience (CX) for many is still associated with old adages like “the customer is always right,” but that’s been changing for a decade now. And over the next few years, you’re likely to hear CX measurement and CX Intelligence much more frequently as businesses become aware of things that business leaders like Amazon CEO Jeff Bezos has known from the start. Read More

April 13, 2017 |

Digital Contribution Champion: Home Depot leads when it comes to BOPIS

Any company interested in strengthening a strategy for BOPIS, or Buy Online, Pickup In Store, will need to ditch traditional conversion metrics in favor of measuring digital contribution. Read More

Categories: Retail
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: 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: Uncategorized
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: 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