Simple CX Blog

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...

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...

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...

Twenty to thirty years ago, our needs and requirements were limited compared to today's world, so products and services were designed much simpler with customer experience in mind. The Internet was raw and used mainly for E-mail, E-commerce, personal websites and...

We already know that good CX quality and customer loyalty drive successful business growth. What most firms overlook is that they should prioritize the “people factor” since employees work hard to provide high-quality customer experience. The impact of employee...

COVID-19 has emotionally exhausted many employees leading to a collective burnout. The term “great resignation,” which refers to the high number of people who have quit their jobs, has become a trending topic in 2021. In this new era, securing employee engagement and...

A company can see its definition as a “customer-centric company” as its proudest achievement today. This could only be possible with customer focused employees. A simple equation is: Happy employees create happy customers.  However, in a post-pandemic world,...

In many customer experience research, expert interviews and case studies, we often see how important the concept of change management is for CX. There is no doubt that change management should be handled in a structured way for the customer experience program to...

Forrester recently shared 2022 predictions about customer experience. One of the predictions was: Customers will Want Over Half of the Pandemic-Era Services to Become the “New Normal”. As an example, one-half to two-thirds of the US and European consumers say that the...

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 experience. The goal is to provide customers with great experiences at each step of their journey, by focusing on what...