customer experience maturity

CX and marketing can master the new normal by reinventing their relationship with each other. Learn five proven strategies for creating deep and sustained collaboration between CX and marketing.

Let’s just get it out of the way at the start of this blog: COVID-19 has remade retail and has forced a rapid shift toward digital customer service interactions. And now the holidays are nigh, and e-commerce seems to be the order of the day (or the “plague year”). To help with this rush of […]

Federal CX scores increased slightly in the 2020 CX Index. Discover what customers thought of federal agencies from the National Park Service to the IRS in this blog post.

I predicted that Southwest would recover in the CX Index due to the CX equity it has built with its customers. As it turned out, Southwest not only recovered, it set a new high score for the industry and passed JetBlue to take the top spot among airlines.

A CX prioritization process ensures that resources are used with maximum efficiency and efficacy. Discover how to quickly set up a CX prioritization process.

Building a successful CX business case requires a strong foundation. Get three best practices here for successfully building your CX business case.

Have questions about CX measurement, business cases, and ROI? Get answers in this Q&A.

There are no specifications for the perfect CX team. Yet our survey reveals a few notable trends.

Forrester thought leaders weigh in on the meaning of CX, where IT automation is headed, and more.

Navigating the customer feedback technology and services market is challenging for buyers. Find out what differentiates the vendors with this research.

Many understaffed customer experience (CX) organizations are spinning their wheels and realizing they can’t meet their goals in a silo. On this week’s What It Means, Analyst Angelina Gennis joins to discuss how CX champions programs can catalyze CX transformation.

Learn a simple method for achieving financial results with CX.

Learn how using CX champions can help your program.

What does it take to design truly transformational, human-centric customer experiences? On this episode of What It Means, Bank of America’s Rachel Kobetz shares her insights.

We all instinctively believe that great customer experience can bring financial success, but proving this with numbers can be a real challenge. If you are a CX professional working in a telecom, this research is particularly relevant to you.

Nearly half of businesses are digital beginners. The other half are eating their lunch. Find out where you stand and what you need to do to defend yourself. The B2B C-suite is demanding that you accelerate your digital transformation. This means that you face more pressure to show progress and benchmark your maturity. My newly […]

Despite the improvement in Canadian CX quality, not a single brand has managed to rise to the top of our rankings and continue to move upward — the mark of a true CX leader.

There is a customer experience (CX) imperative taking over in healthcare. To drive success, healthcare organizations (HCOs) must be able to understand how good — or bad — experiences are and where to focus improvement efforts. Watch the video below to understand the role voice of the customer (VoC) programs play to effectively drive CX improvements. […]