customer experience

Apple kicked off its annual developer conference on Monday, June 7, 2021. One of its big announcements was iOS 15. iOS 15 makes experiences more intelligent and more intuitive. Apple is adding features that help its customers 100 times a day in little moments throughout the day, every day. In some ways, you could say […]

Amid massive market volatility and uncertainty, two investment firms were able to vault up the rankings in the Forrester US CX Index 2021. Discover how, and why they'll have a competitive advantage going forward.

June: a time when flowers bloom, kids count the days until summer vacation, and businesses everywhere turn their logos into little Pride flags. “Rainbow capitalism” is becoming more common, but as it spreads wider, it becomes more obvious when a firm’s commitment to the LGBTQ+ community barely runs skin deep. In 2019, LGBTQ+ groups pushed […]

What is design debt? Principal Analyst Andrew Hogan joins What It Means in advance of his talk at CX North America to discuss this hidden problem and how addressing it strengthens customer experiences.

Contentsquare just raised a $500 million Series E round led by SoftBank. The French Tech Ecosystem Is Booming Wow! This is the biggest venture round ever and the biggest total funding ever for a French startup, now valuated at $2.8 billion. There are now about 15 French unicorns and counting. In a previous blog, I […]

La prochaine vague de transformation des entreprises sera celle du développement durable.

Hear our CX expert Riccardo Pasto share best practices from both private and public sectors, and learn a three-step approach to jumpstart customer-centric culture transformation.

On constate aujourd’hui une pression croissante de la part des consommateurs et des gouvernements sur les entreprises afin qu’elles intègrent les objectifs de développement durable, en agissant par exemple pour l’écologie, l’éradication de la pauvreté ou l’égalité hommes-femmes. Les responsables marketing et expérience client des marques grand public doivent désormais non seulement intégrer ces objectifs […]

L’engagement collaborateur s’est amélioré entre 2019 et 2020. Nos indicateurs le montrent, ceux des sociétés spécialisées comme Peakon ou Qualtrics le confirment. Les employés, notamment ceux qui ont pu télétravailler, ont bénéficié d’horaires plus flexibles, d’un meilleur contrôle de leur emploi du temps, de moindre temps de transport, et ont globalement été plus productifs. Ce […]

European recovery from the pandemic depends on employee experience; yet, many leaders still underestimate the importance of culturally transforming their organization and embracing a new management approach. The firms that will succeed out of the crisis will be those that prioritize EX and embrace anywhere work.

CX pros can realize the full benefits of customer data by building a comprehensive CX technology portfolio that weaves in partner tech. Learn more.

On May 4, the UK government launched a new “Breathing Space” scheme in England and Wales. This debt respite scheme gives people struggling with debt problems a 60-day period of legal protection during which all interests and charges on their debt will be frozen while they receive professional debt advice. No enforcement action will be […]

A customer experience (CX) technology portfolio is both a select set of tools and almost everything your organization uses. Principal Analyst TJ Keitt unravels this paradox and explains how CX professionals can best navigate the tech landscape.

Many CX leaders rely on matrixed teams, adjacent functions, and internal alignment to drive transformation. Being an informal “influence officer” might feel like a second job, but leaders who can connect with internal allies to further the cause of customer obsession have the greatest likelihood of success.

Many companies get emotion wrong … Rather than designing experiences built on a broad spectrum of emotions, they equate emotion with delight. But real joy and real happiness can only exist in relation to all the emotions — they are a “boxed set.” We cannot just pick and choose our emotions. Anger isn’t joy, just […]

This week is European Mental Health Week. There are many different facets to mental health, but no doubt our relationship to work is a key component of it, simply because we spend so much time working and because work (or the absence of it) also shapes our very own identities. The pandemic has drastically changed […]

Let’s get straight to the point: There’s no quick fix for making your digital experiences accessible. That’s true even if your approach to accessibility is narrowly focused on being compliant with the Web Content Accessibility Guidelines (WCAG) and the laws in your region of the world. Many companies I speak with these days are tempted […]

Most companies fall short of cracking the mystery of their customers because of a siloed approach to customer understanding. Discover how to break through by uniting quantitative and qualitative research methods.