CX

What’s a Customer Experience Worth?

Building a Business Case for Customer Experience All competitive businesses are dependent on their customer’s experience to drive their growth and prosperity. The interactions that happen every time a business... ...Read more

The Loyalty – Customer Experience (CX) Connection

Customer-Centric Marketing Customer experience (CX) and customer loyalty both require integration across functional and programmatic aspects of a company to achieve customer-centric marketing. Download this article to learn more about:... ...Read more

The New Customer Experience (CX) Toolbox

6 Research Toolsets for Building a Better Customer Connection Delivering a “good” customer experience (CX) that is beneficial to both the customer and the company behind the brand may... ...Read more

Integrating Customer Experience & Customer Loyalty

Part One: Building a Customer-Centric Organization Businesses are making the shift toward a customer-centric operating model. As markets and channels have evolved, products and services have become less differentiated.... ...Read more

Design Thinking and Customer Experience

There has been a great deal written about “design thinking” in the past few years. Much focus has been placed on its value in helping define business strategy, with industrial design... ...Read more

Let’s Get Phygital: Customer Experience (CX) in an Omnichannel Universe

Ten Ways to Connect with Customers in an Omnichannel Universe Customers aren’t connecting with businesses the way they did even a year or two ago. It’s difficult to overstate... ...Read more

Shoptalk 2018: Three Trends to Look For This Year

In three short years, Shoptalk, which will draw 8,000 retail professionals to Las Vegas from March 18th to the 21st, has emerged as a giant, must attend retail conference... ...Read more

Customer Journey Mapping vs. Customer Lifecycle [Infographic]

Customer journey mapping is a tool that has taken the business world by storm—helping companies build an understanding of their customer’s experience and develop better connections between people and brands.... ...Read more

The Case for Emotion in Customer Experience

This is the first in our series on Emotion Design in CX. Read the 2nd, 3rd, and 4th in this series next. Designing for emotion is becoming an increasingly important... ...Read more

The Case for VoC Strategy: Driving Outcomes

In parts 1 and 2 of this blog series, we discussed how to develop a VoC strategy and build the business case for adopting a technology platform. In this... ...Read more