Exceeding Customer Expectations — One Experience at a Time℠
Trending in CX

On the Road to Key Account Management, Customer Journey Maps Pave the Path
Prior to the introduction of social media and smartphones, the customer journey was typically linear. Consumers often traveled from the top of funnel to the point of sale with nary a detour. But, now that there are numerous inlets for onboarding, lea... Read More


It’s Not as Easy to Do Business With You as You’d Like to Think It Is
Your executive team is committed to customer experience (CX) success. On paper, your customer journey map looks strong. But that doesn’t mean your organization is easy to do business with. The proliferation of new channels and touchpoints brings e... Read More


Is Your Communications Customer Experience Digital Enough for Young Consumers?
Millennial and Gen Zers expects businesses to be responsive and relevant, according to “The Digital Lives of Millennials and Gen Z.” The study, conducted by LivePerson, surveyed more than 4,000 people ages 18 to 34 from Australia, France, Germany... Read More


Keep the Lines of CX Communication Open
What’s in it for me? That’s the question key stakeholders will ask as you build your customer experience management (CEM) roadmap. What they’re really asking is: How will they or their team benefit? What will they be expected to do d... Read More


Focus on Outcomes to Deliver an Outstanding Customer Experience
Customer experience. It’s the key to any successful business, and that’s not changing anytime soon. Putting the customer first and providing seamless service are table stakes across industries, but nowhere are they more prevalent than among busin... Read More


Modern Key Account Management Relies on Proper Segmentation
Customer relationships have moved far beyond the typical sales cycle, specifically within the B2B space. Instead of ushering clients into the traditional sales funnel, brands must now focus on bringing top-notch service to their customers at every st... Read More


The Value of Being an Energized Organization
One of the attributes of Best in Class organizations that has always interested me is their ability to focus their energies so enthusiastically on being customer centric. I often find this is further enhanced by their ability to “walk the talk,” ... Read More


Customer Journey Mapping the Road to Better Business Value
Before technology grabbed hold of the customer experience, the path to purchase was typically linear. Customers entered the funnel and followed through to the end goal, the point of sale. But, now that consumers have countless ways to connect with pr... Read More