This year, as we celebrate CX Day, we wanted to hear from the experience professionals themselves across industries about their most significant learnings from 2020 and their expectations for 2021 regarding customer expectations and CX efforts. As we compiled all the...
Over the years, as enterprises started designing their customer journeys, we began to hear and attend more design thinking workshops. During these sessions, a group of employees gets together to understand their customers better and visualize the journey of customers...
As the global pandemic continues to impact our daily and professional lives, we are all trying to adapt to a “new normal.” We are getting used to working from home, collaborating with colleagues online, and getting things done in our...
The ongoing disruption created by the Coronavirus (COVID-19) outbreak is affecting everyone around the globe. Organizations and businesses are working remotely, schools have moved to online classes and individuals have been staying home under quarantine or...
In part one of our article, we talked about four areas to address when measuring customer experience. We shared customer experience metrics in three different categories: Customer perception of the quality of experience, operational metrics and impact...
Most companies don’t know whether their customers have a problem and how to fix it. According to a study published by Vision Critical, the annual cost of unhappy customers can be as high $537 billion in the U.S. Leading companies such as Apple, Uber and...
