customer experience strategy

A strong customer experience strategy can pay dividends to your bottom line. But orchestrating across a complex enterprise is easier said then done. Read insights on establishing and implementing a CX strategy.

Insights

Blog

The Culture Of An Organization Defines Its Destiny

Dan Bieler December 20, 2019
Corporate culture matters because it provides the framework for what and why employees and managers prioritize business objectives and how they go about executing them. Transformation depends on this adaptive workforce that drives and defines the organization.
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Blog

The Right Way To Prioritize Customer Experience Projects

Harley Manning December 16, 2019
Prioritizing CX projects can be relatively easy — if the CX team sets up its measurement program to populate a simple but effective prioritization model.
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The Future of CX

The spotlight will shine on CX as brands wrestle with disruption. Is your firm ready?

Blog

How To Prove That Fixing Customer Experience Problems Cuts Costs

Harley Manning December 1, 2019
Learn a simple method for achieving financial results with CX.
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Blog

Define New Relationships With CX Champions Programs

Angelina Gennis November 27, 2019
Learn how using CX champions can help your program.
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Blog

How Much Is CX Actually Worth In Profit For Telecoms?

Tom Mouhsian November 5, 2019
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.
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Blog

Consumers Demand Hybrid CX

Tom Mouhsian October 30, 2019
The Falsehood Of Digital As The North Star Ever since “digital” swept across the world and became a word that’s almost synonymous with innovation, companies large and small have been in a race to digitize . . . everything! Driven in part by the (correct) assumption that customers themselves are increasingly digital, and bolstered by […]
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Video

Customers Don’t Think Bank Experiences Are Improving

Alyson Clarke October 1, 2019
Customers aren't impressed by banking experiences. Learn why.
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CX Certification

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Video

Financial Service Firms Need To Stop Thinking Like Retailers On Personalization

Alyson Clarke September 26, 2019
By thinking like retailers, banks are leaving money on the table.
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Blog

Jump From Burning Platform To CX Transformation

Angelina Gennis September 10, 2019
In academia, we called it “publish or perish.” In marketing, we called it #StayRelevant. And in business, it’s the “burning platform.” It’s the idea that people’s behavior is changing and competitors are taking the leap while you stay “safe” on a crumbling cliff. Sounds dire, but that’s the picture you need to paint as a […]
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Blog

The Impact Of Learning On Your CX Transformation

Erin Streeter September 5, 2019
Investments in education have a multiplier effect: Employees are more likely to stay with a company that invests in their career development, while employers gain a more engaged workforce.
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Blog

The New South Wales Government Embarks On A Bold Journey To Improve Customer Experience

Riccardo Pasto September 2, 2019
The most populous Australian state is rolling out a unique CX improvement plan. The goal? Match or exceed the customer experience in the private sector.
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Blog

The Importance Of Defining Event ROI In The B2B Marketing Mix

Laura Ramos August 20, 2019
Do you know how to measure your events' ROI?
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Blog

CX SF 2019: Do You Understand Your Customers’ Reality?

Kelly Price July 29, 2019
Customers’ perceptions arise when they assign meaning to stimuli — like the color of a button in an app. The meaning that customers assign depends largely on their context. Learn what this means for CX pros.
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Blog

CX SF 2019: The Way To Innovate

Jennifer Wise July 22, 2019
Three tips to ensure that innovation efforts deliver business value. Get the full picture at CX SF 2019.
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Blog

A Pragmatic Guide To Brand Value

Dipanjan Chatterjee July 22, 2019
Brand plays a significant role in whether a customer buys your product. It’s part of your firm’s financial value. Learn how to calculate the value of a brand.
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Blog

Tap Consumer Energy To Drive Sustainable Innovation In Singapore

Anjali Lai July 18, 2019
Singapore is recognized as one of the world’s most innovative hubs and as an innovation powerhouse in Asia: The 2018 Global Innovation Index ranks Singapore as the fifth most innovative market out of 126 global economies analyzed, and Singapore’s recently launched S$1 billion innovation fund establishes innovation as a key lever to economic growth and […]
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Blog

Innovation, Data, And UX Archeology At UX STRAT Europe 2019

Karine Cardona-Smits June 25, 2019
I am back from two days at UX STRAT 2019 — a conference that gathers an international community of design leaders and experience makers. This single-track conference offers presentations about the latest trends at the intersection of business strategy, user experience (UX), product, and service design. The three big takeaways for me this year are […]
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Blog

Hardwire CX To Financial Performance In The Financial Services Sector

Tom Mouhsian June 19, 2019
As leaders in the FS sector increasingly embrace customer-centric strategies, they will have to credibly connect the customer story to the money story. Otherwise, the legitimacy of often-heard CX slogans and promises can be easily challenged.
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Blog

CX Pros, Add Rigor To How You Prioritize And Drive Business Results

Riccardo Pasto April 19, 2019
Firms Are Failing To Differentiate With CX Today, customer expectations are outpacing brands’ ability to adapt and differentiate with customer experience (CX). Take Australia, for example. Forrester’s Customer Experience Index (CX Index™) data shows how CX quality in Australia languished, and yet again, no brand managed to make it into the excellent category. On average, […]
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Blog

How To Build A Better (Digital) Mousetrap

Nigel Fenwick March 21, 2019
“Build a better mousetrap, and the world will beat a path to your door.” While Ralph Waldo Emerson may not have said these exact words, the principles remain as true as ever today. Going Beyond Improving Today’s Customer Experience If you’ve been following my blog, you may remember a post from 2016, where I introduced […]
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