Customer Experience Strategy

There are privacy risks in customer experience measurement. Today, protecting your customers’ and your employees’ privacy is key. Learn how to.

2020 was no doubt a crazy year. But despite all the disruption, APAC organizations actually delivered better customer experiences in 2020 than in 2019. In Australia, one bank and two superannuation firms saw statistically significant improvements in their Customer Experience Index (CX Index™) scores. In India, most experiences were good despite a sharp dip in […]

了解客户对于银行来说是支撑业务的基础能力。监管机构要求银行核实客户身份，分析金融交易来打击洗钱、恐怖主义融资与逃税漏税行为。除去监管合规的要求，银行也需深入了解客户，来为客户提供合适的产品、评估其贷款风险、并制定相应的销售与服务策略。点击“阅读更多”了解2021年银行应如何再次了解客户。

Discover the three stages of building a mature CX measurement program that fuels business success and customer loyalty, and how to get started.

An innovative management culture provides a strong purpose, creates diverse and cross-functional teams, focuses on the customer as the centre of business activity, and embraces transparent communication with the organisation.

As a Customer Experience leader, you need an effective measurement programme. To achieve this, make sure you measure and link these CX Metrics. Learn more.

The main barrier to successful customer experience transformation is the lack of cooperation across organisations. Establish and grow the CX function now!

Why You Need A New Segmentation Approach To Understand Today’s Investors Wealth management firms commonly segment their clients by investable assets. But this is not enough to help firms decide on new products and services or optimize customer engagement models. Self-directedness is a crucial dimension that reliably predicts many investor attitudes and behaviors (see Figure […]

UPDATE: On February 22, Facebook announced that it would restore access to news media content in Australia. This decision was taken after the Australian government agreed to changes within the regulatory regime that would: 1) take account of existing deals between platforms and publishers; 2) allow for mediation prior to arbitration; and 3) include additional […]

Do the benefits of CX transformation outweigh the costs and result in a positive ROI? How can you determine that for your company? Our newly updated report “The ROI Of CX Transformation” helps you answer these questions. The report includes: New proof points about the benefits of investing in CX from our large-scale Customer Experience […]

Discover what this year's all-virtual event revealed about the future of brand experiences.

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.

The subscription model offers new opportunities for businesses to enhance the value of their offerings as they become more embedded in the changing context of their clients’ customer journeys. But companies need to have the right metrics in place to be able to support the shift of the underlying value equation. Processes and systems for […]

Subscriptions link the value propositions of customer usage to outcomes. To achieve this business model, traditional product companies need to reinvent innovation cycles, product development approaches, sales and marketing tactics, and customer support functions. There are many obstacles to this transformation — but it’s doable. Three main observations when defining your strategy for driving subscription […]

Every year, more firms reach out to me to explain how they’re delivering their own brand of “digital transformation” to clients. When last I checked, I’m tracking over 170 vendors. Needless to say, some of these firms are much more adept at delivering effective transformation services than others. The simple truth is, almost every vendor […]

2020 is a year of change. Change affected all of us in similar ways, but our ability to adapt to change varied. Discover how to design process and principles for change and resilience.

Do you know whether or not your customers feel that it’s actually worth it to be your customer? In my latest report, “How To Measure Value For Customer,” I argue that most organizations cannot measure whether or not customers feel like they derive value from doing business with them. Customers derive value when they feel […]

The way people buy products and services has been evolving rapidly, and the fast and furious pace is only accelerating — sinking some companies while creating immense opportunity for others, new and old. Discover the four forces that will define the next era of consumer buying.

Your brand is on the hook to respond to a social justice movement sweeping the world. This is how you get started responding.