Simple CX Blog
Practical CX insights
The key piece of the puzzle: Change management
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...
read moreDream customer experience team – the “starting five”
How to Build a Customer Experience Team 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...
read moreCustomer-Centric Organization
How to Become a Customer-Centric Organization 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 of a customer-centric organization is to provide...
read moreClosing the Customer Feedback Loop: Turn Insights into Action
Closing the Customer Feedback Loop Closing the customer feedback loop is considered a milestone in building trust and loyalty with your customers. As Fred Reichheld and Rob Markey stated in their article*: “Closing the loop is a central element of the Net Promoter...
read moreExperience Design: Designing the moments that matter
Experience Design: Understand and Visualize the Moments of Truth Design thinking, experience design or service design. Sometimes our playing field seems to be dominated by jargon. These are fairly similar terms, but what do they actually mean—and why is it worth...
read moreCreating a Voice of Customer Program
What is Voice of Customer? Simply put, Voice of Customer (VoC) is the process of collecting customer feedback about a business, its products and services. Many companies believe that collecting customer feedback through surveys is the meaning of a VoC program. In...
read moreCustomer Loyalty: Five Steps to Become a Loyalty Leader
Customer and Brand Loyalty For the fifth year in a row, Amazon has been listed as the loyalty leader in the U.S.A. according to Brand Key’s annual loyalty rankings. The New York-based brand loyalty and customer engagement research consultancy examined 1,260 brands in...
read moreHappy CX Day!
Insights from experience professionals themselves across industries about their most significant learnings from 2020 and their expectations for 2021 regarding customer expectations and CX efforts
read moreIntegrating VoC with Dynamic Journey Design to Improve CX
During the global pandemic, we have witnessed that customer needs, expectations, and journeys shifted overnight. Times like these have once again shown us the importance of managing “dynamic” customer journeys.
read more4 Ways to Focus VoC Programs During the Covid-19 Pandemic
As the first wave of the impact of the pandemic is experienced, we see some changes in this initial response. Based on our conversations with our clients in banking, retail and insurance, we wanted to share approaches and actions regarding Voice of the Customer programs:
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