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

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


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


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