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: Uncategorized
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

September 22, 2016 |

Etsy understands the value of investing in technology to improve CX

For retail companies, providing a stellar customer experience translates to improved sales, higher loyalty, and more return business. But creating — and maintaining — a great CX can prove difficult,... Read More

Categories: Retail
September 14, 2016 |

How Apple’s ‘courage’ to ditch the headphone jack relies on customer satisfaction

There are a lot of people poking fun at Apple’s Phil Schiller for saying that the company’s decision to ditch the headphone jack on the new iPhone 7 came down to having the “courage” to create a better solution for how people listen to audio. The comment left Mr. Schiller wide open for ridicule, but being in the business of measuring customer experience I definitely interpreted it much differently. Read More

Categories: Retail
September 2, 2016 |

Start with web measurement, but don’t stop there

When I started working in customer experience (CX) more than a decade ago (the dark ages — before it was even called CX!) almost nobody was measuring the customer experience... Read More

August 26, 2016 |

How retailers can nail the ‘Buy Online, Pickup In-Store’ experience

For a variety of brick-and-mortar retail companies, there’s an expected practice of allowing customers to purchase products online that they later pick up at a nearby physical store. Nearly one-third... Read More

Categories: Uncategorized