customer experience

Google may offer consumers checking accounts as soon as next year. Principal Analyst Alyson Clarke explains what the move means for banks.

The best CX arises when every employee learns design basics and a pro design team — that's representative of the intended audience — guides the process.

Customer service organizations use robotic process automation (RPA) as a tactical and short-term approach to digitize common agent tasks. There are two forms of RPA: unattended and attended RPA. A task can start with an agent and be supported by attended automation, which can kick off unattended RPA to complete the process. Customer service leaders […]

We (Collin and Mark) had a hypothesis: Site search and SEO were natural partners in a broader scheme to help customers find answers and products. But we needed evidence: How should these strategies intersect? What are the staffing, skilling, and technology opportunities to double-dip in these two areas? What are the benefits to unifying these […]

The one CX metric you must report to your CEO and the rest of your C-suite is not Net Promoter Score (NPS). It’s also not level of effort, CSAT, or even Forrester’s beloved Customer Experience Index (CX Index™).

CX pros have been asking how their firm’s NPS compares to other firms’, so we decided to publish our NPS benchmarks data for the first time.

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.

Apple TV+ launches; the coming Streampocalypse; and more.

Many firms misperceive design as being about look and feel, but it's mostly about how things work — and its processes are rooted in the scientific method.

The ability to deliver business results will be a career-defining issue in the year ahead.

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 […]

Until now, Netflix, Hulu, and Amazon Prime Video have been synonymous with streaming video. Sure, HBO GO, CBS All Access, Sony Crackle, and others are in the market, but these media moguls’ presence in streaming is modest compared to their standing in the traditional television and movie industries. All that will change between November 1, […]

Although businesses prioritize design more and more, many undermine their own efforts by falling for six common myths about it.

In an era of convenience and hyperpersonalized experiences, consumers still feel unfulfilled. Learn how marketers, tech providers, and consumers themselves will attempt to fill the void.

Cisco’s Ex-CEO Has Launched A Startup, Taking Enterprise CX To The Next Level John Chambers, Cisco’s longtime CEO (1995–2015) founded a startup, Pensando, focused on making edge computing more scalable, agile, and efficient. His firm unveiled its flagship software-defined edge services platform last week, which it claims delivers 5–9 times better technological advantage, productivity, performance, […]

Discover a simple way to measure the value you deliver to customers using data you likely have on hand.

Cybersecurity Awareness Month Is Underway Executives consider cyberattacks the second leading global risk to doing business, per the World Economic Forum’s 2019 Global Risks Report. The US Senate passed a law to help firms suffering from ransomware attacks, and the NSA launched a new Cybersecurity Directorate. With a flurry of activity already underway, it’s going […]

To achieve superior customer experiences, CX leaders and CIOs must collaborate. Learn why.