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

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


Adopting CX Technologies That Maximize Enterprisewide Efficiency
Despite constant advancements within the technology space, companies often struggle to adopt the latest tools as they become available. Implementation isn’t just costly—it’s also confusing. Leaders might claim their organization remains on the ... 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


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


The Impact of Customer Experience, the Differentiator in Today’s Marketplace
In today's ultra-competitive marketplace, customers have more choices than ever before in how to acquire products and services. And, they expect the shopping experience, the buying process, and the subsequent support for those products and services t... Read More