June 21, 2017 |

Wall Street’s reaction to Amazon buying Whole Foods can be explained through CX

The news of Amazon’s Whole Foods acquisition sent the stock prices of many major grocery chains plummeting. At first glance, this may seem odd since Amazon is a relative new... Read More

Categories: Insights,Retail
June 14, 2017 |

Tap your customer data to improve customer satisfaction | CMSWire

CX data should be moved to the forefront of any marketing initiative. Below are five reasons why leveraging CX data to a greater extent will improve every customer interaction, and by extension, your organization. Read More

May 24, 2017 |

How better digital services can result in agency savings | Nextgov

The path to more conservative government spending lies in collecting and analyzing citizen experience data. This isn’t hyperbole or exaggeration, but rather a foregone conclusion with nearly two decades of research to back it up. And Congress seems to agree the introduction of the Federal Agency Customer Experience Act of 2017, a new piece of bipartisan legislation, is aimed at simplifying the process agencies go through to gather public feedback about their customer service. Read More

Categories: Government,Insights
May 15, 2017 |

What leading retail banks must do to maintain high satisfaction

While congratulations to those that ranked high in the latest J.D. Power U.S. Retail Banking Satisfaction Study (list below) is in order, the challenge for these banks (as well as... Read More

May 8, 2017 |

Why measuring conversion rates limits success (and how to fix it) | CMSWire

Kobe Bryant and Magic Johnson are both all-time great guards who played for the Los Angeles Lakers. Bryant is one of the highest-scoring players in league history with 25 points per game, and Johnson averaged 19.5 points per game. While Johnson may not have scored as many points, he averaged 11.2 assists per game. The lesson? Only by analyzing a more complete set of game statistics could Johnson’s overall contribution to Lakers' scoring be revealed to be just as great as Bryant’s — if not greater. Read More

Categories: Insights,Retail
May 3, 2017 |

When CX backfires: Amazon’s crazy PrimeNow customer journey

Amazon may be a leader in digital retail (with a founder who fully understands the value of Customer Experience measurement to boot), but not everything the company does reflects that.... Read More

Categories: Insights,Retail