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 5, 2017 |

Recent Walmart TV commercial shows just how far customer expectations have evolved

A version of this article was originally published on LinkedIn. The way consumers shopped during the holidays in 2016 didn’t change drastically from the previous year. In 2015, 75% of... Read More

Categories: Insights,Retail
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

November 30, 2016 |

Satisfaction matters: What great customer experience strategies get right.

Customer satisfaction does matter, but it can be difficult to manage and assess. You can’t rely on idioms and common sense, you’ll need to adopt a method for measuring that satisfaction. And to measure it the right way, you need a methodology rooted in rigor and science. What does this mean? Simply put, satisfaction measured the right way should include a CX strategy that is: Read More

November 28, 2016 |

Like golf, there are 3 key components for improving your CX game

I’m a horrible golfer. Despite there being a golf course that shares my name, there is no metaphysical transcendence happening that improves my game. Regardless of how many rounds I... Read More

Categories: Insights