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Slack has come a long way since its inception back in 2009. Currently, users send over 1.5 billion messages per month. According to Slack statistics from 2021, 88,000 of the 600,000+ organizations that use Slack have a paid subscription; approximately 550,000 use the...
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Many customers want to tell you what they think and how they feel. Are you really listening to them? Most likely your answer is “YES” and you’re not alone! It is fair to say that companies have become better at listening to their customers in recent years. How deep do...
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Customer Experience (CX) is the overall experience that customers have during the relationship with the delivered product/ service from first contact to becoming a happy and loyal customer. Certain moments of truth occur during the entire journey along channels that...
Slack has come a long way since its inception back in 2009. Currently, users send over 1.5 billion messages per month. According to Slack...
Customer Experience (CX) is the overall experience that customers have during the relationship with the delivered product/ service from first...
Many customers want to tell you what they think and how they feel. Are you really listening to them? Most likely your answer is “YES” and you’re not...
Twenty to thirty years ago, our needs and requirements were limited compared to today's world, so products and services were designed much simpler...
We already know that good CX quality and customer loyalty drive successful business growth. What most firms overlook is that they should prioritize...
COVID-19 has emotionally exhausted many employees leading to a collective burnout. The term “great resignation,” which refers to the high number of...
A company can see its definition as a “customer-centric company” as its proudest achievement today. This could only be possible with customer...
In many customer experience research, expert interviews and case studies, we often see how important the concept of change management is for CX....
Forrester recently shared 2022 predictions about customer experience. One of the predictions was: Customers will Want Over Half of the Pandemic-Era...
Customer centricity is a way of doing business and a way of thinking that focuses on customer needs and is committed to creating a great customer...
As Fred Reichheld and Rob Markey stated in their article*: “Closing the loop is a central element of the Net Promoter System℠. To close the loop is...
Design thinking, experience design or service design. Sometimes our playing field seems to be dominated by jargons. Pretty similar terms but what do...
Simply, Voice of Customer (VoC) refers to the process of collecting customer feedback about a business, its products and services. Many...
Short-termism*: Short-termism refers to an excessive focus on short-term results at the expense of long-term interests. Short-term performance...
4 years in a row Amazon has been listed as the loyalty leader in the US according to Brand Key’s latest annual loyalty study. The New York-based...
This year, as we celebrate CX Day, we wanted to hear from the experience professionals themselves across industries about their most significant...
Over the years, as enterprises started designing their customer experience journeys, we began to hear and attend more design thinking workshops....
As the global pandemic continues to impact our daily and professional lives, we are all trying to adapt to a "new normal." We are...
The ongoing disruption created by the Coronavirus (COVID-19) outbreak is affecting everyone around the globe. Organizations and businesses...
Technological advances have made it very easy for customers to share opinions instantly in social circles and among broader audiences. Instead of...
We talked about four areas to address when measuring customer experience. We shared customer experience metrics in three different categories:...
Most companies don’t know how to measure customer experience: determine whether their customers have a problem and how to fix it. According to a...
Together with Ümran Akbulut, Customer Experience Manager at İş Bank, our CEO Gurol Kurt spoke to Efma's Boris Plantier about the origins of our...
Guest Author: Gökhan Kara, CCXP According to Millward Brown, only 45 percent of senior marketing professionals understand their customer's...
Guest Author: Gökhan Kara, CCXP According to research by Oracle, 86% of consumers will pay more for better customer experience. Increased...
NPS is a simple metric to measure, but it is not that simple to improve NPS score. Higher NPS score does not always guarantee better...
Creating a customer-centric culture is a hot topic. There are a lot of discussions on what customer-centric culture means and why it is important....
A lot of research points out the undeniable link between employee engagement and customer experience. And with the increasing influence of...
Written by Don Peppers, Author, Speaker and CX Expert In just the last couple of years I’ve encountered an increasing number of vendors offering...
Most companies today deploy Voice of Customer programs and measure customer experiences every day by sending surveys to their customers. Yet,...
Interest in AI has been steadily increasing for the last decade or so. Leading tech companies anticipated long ago, a great technology that can...
For insurers, improving customer experience and service quality is not only a necessity; it is also a loyalty and revenue growth opportunity....
Many customers want to tell you what they think and how they feel. Are you really listening to them? Most likely you are saying ‘YES’ and you’re not...
As everyone begins to look quite similar regarding the product, price, channel, and service quality, the critical question becomes: “How do we...