How to Be a Loyalty Leader? 5 Concrete Steps to Become One

How to Be a Loyalty Leader? 5 Concrete Steps to Become One

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 brand loyalty and customer engagement research consultancy examined 1,121 brands in 109 categories this year. Rounding out...
Happy CX Day!

Happy CX Day!

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...
Integrating VoC with Dynamic Journey Design to Improve CX

Integrating VoC with Dynamic Journey Design to Improve CX

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...
Voice of Employee in Remote Working – Pulse Management

Voice of Employee in Remote Working – Pulse Management

  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...
Part 2: Customer Experience Metric Selection

Part 2: Customer Experience Metric Selection

   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...