July 17, 2018 |

The Customer Journey: Detours and Waypoints on the Path to Purchase

Back in December, ForeSee released its 13th annual Retail FXI report, highlighting companies providing the best customer experience in the industry. One of the report’s most compelling features is the... Read More

July 11, 2018 |

Better Together: NPS® and CSAT

It’s a complex world. Measuring and improving NPS and CSAT will allow you to understand and stay connected to your customers and turn shoppers into buyers. Together, these two metrics give you the comprehensive insight you need to quantify and improve CX, and link those improvements to desired business outcomes. Read More

June 19, 2018 |

How Banks Can Optimize the Customer Journey

Every banking leader is aware that digital channels are less costly than an extensive branch network or fully staffed contact center. They also realize that customers, like water, will seek the path of least resistance. Read More

April 13, 2018 |

Customer Loyalty: How to Achieve the Customer Experience Golden Rule (Part II of series)

This post was originally published on LinkedIn on April 10, 2018. Part II of my series on Customer Loyalty through Customer Experience Best Practices. See Part 1 here In achieving customer... Read More

Customer Loyalty: the CX Golden Rule, Magic Metrics, and the AI connection (Part I)

This post was originally published on LinkedIn on April 5, 2018. A recent conversation on minimizing customer churn ultimately led to the question “what’s the single most important measure we... Read More