Fact: Customers are taking advantage of more channels than ever – think websites, mobile, and a whole range of social apps in addition to traditional methods – to provide feedback about your organization.

Fact: While the methods may vary, customer expectations are higher than ever. A recent Customer Experience (CX) Trends Report found that 70% of customers expect anyone they interact with to have access to the full context of the ongoing conversation, with 66% believing that support interactions shouldn’t interrupt their current action.

Solution: A strong and effective omnichannel strategy – offering fast, personalized, and uninterrupted customer experience across multiple platforms – is an essential tool to meet customer needs and continue to grow your organization.

Read More

Latest Content

What Is Customer Experience (CX)? Your Complete Guide

Posted on March 7, 2024 - Culture, Featured Content, Metrics and Measurement, Strategy and Best Practices, Voice of the Customer

Customer experience (CX) comprises every interaction a consumer has with a business, from product discovery to post-purchase support. Everything a company does influences how the customer perceives the brand, if they feel satisfied, and whether they keep coming back. Building a strong CX program across an organization contributes to better brand loyalty, more repeat business,… Read more »

Read More

Experience Integration: Ensuring That All the Hard Work Pays Off

Posted on December 19, 2023 by Troy Powell - Featured Content, Strategy and Best Practices

Your Experience Management team, and the organization as a whole, has adopted the XM Operating Framework. You have embraced the competencies and utilized the skills. You have combined monitoring, discovery, visioning, design and much more. Now is the time for the all-crucial Experience Integration. In one sense, it could be the payoff for all the work the CX team has done. In another, it is the beginning of an entirely new adventure of implementation, evaluation and adjustment. It is important not to run out of steam at this point!

Read More

Experience Design: Crafting Solutions and Driving Customer Behavior

Posted on December 12, 2023 - Strategy and Best Practices

Service design begins with, and is fully dependent on, developing a deep understanding of the customer experience within your organization – plus what your customer is experiencing in life outside of their interactions with your company. It goes well beyond the transactional phase. It depends on utilizing your operational data to define the demographics that are representative of segments of your customer base. Even more importantly, it takes building empathy and an emotional connection with your customers.

Read More