Exceeding Customer Expectations — One Experience at a Time℠
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Want to Capitalize on Customer Service Excellence? These 14 Key CX Marketing Activities Can Help.
Of the three primary disciplines in business—marketing, sales, and service—customer service has the power to make your company stand out amongst the competition. After all, a recent American Express survey stresses that seven out of 10 U.S. consumers say they have s... Read More


You’ve Defined Your Brand’s Flaws and Foibles — Now You Need An Effective Corrective Action Plan
Much like your annual New Year’s Resolutions, the Corrective Action Plan (CAP) comes into play after you’ve taken stock of your brand’s faults and failures. After all, you’ve gathered business intelligence, implemented data analytics, and emb... Read More


Geo-specific game-plans: North America
When crafting a customer experience game-plan CX practitioners should consider the geographic location of their target audience if they want to fully meet expectations and delight customers. As mentioned by Martin Ortlieb, User Experience Research... Read More


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Who's Who of CX
What does a great customer experience look like? We asked over 100 CX professionals who have taken CX to the next level and the responses were fantastic!


Top 5 Customer experience trends in Retail
Customer experience has gained respect from various verticals as findings signal that experience will soon be the key decision-maker for consumers, above product and price. Here we look at five customer experience trends in retail highlighted in o... Read More


Why Your Brand Needs to Embrace a Periodic Benchmark Process
Imagine your brand’s struggling in some capacity. Perhaps sales have plummeted in the last quarter, or employee turnover has skyrocketed over the past year. You’re not sure what you’re doing wrong, but you need to find the root of the problem a... Read More


In Business, Data Analytics Will Always Be Critical to Gain the Competitive Advantage
It’s an adage as old as capitalism: to know the customer, one must become the customer. It’s imperative that companies keep up with customer sentiment in order to remain one step ahead of any complaints or concerns that might arise. Business anal... Read More


How to Draft a ‘Customer Bill of Rights’ That Puts Power in the People’s Hands
Without loyal customers, most companies would crumble within years, if not months. Thus, it’s become increasingly important for leaders to constantly prove that said customers are valued and respected at each touchpoint along their journey. In many... Read More


Now and Later: How Present Business Intelligence Impacts Future CX Decisions
Companies are constantly inundated with data. Yet, despite regular advancements in analytical strategies, said information often pours in too quickly to comprehend. Business Intelligence (BI), however, offers leaders an effective way to generate acti... Read More


Master These Omnichannel Management Strategies to Boost Workforce Optimization
With numerous channels at their disposal around the clock, the average customer journey no longer adheres to one predictable path. Thus, as companies evolve to satisfy demand, they have begun to adopt new technologies and strategies that enable them ... Read More