How to Effectively Desilo Data to Harmonize Your Brand
Anyone who works in customer experience (CX) has heard about the importance of desiloing data (if they’re not already leading efforts to do so). That process has become one of the most popular elements...
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Research Shows Customer Perceptions of Businesses During the COVID-19 Crisis
Research Report Background and Introduction InMoment (formerly MaritzCX), conducts an ongoing study, CX Standards, tracking satisfaction with customers’ interactions with over 300 companies spanning 17...
View ArticleKeeping Up with the Changing Times in CX Technology—and Services
Though companies are increasingly investing in customer experience (CX), the gap is widening between a brand’s promise of great customer experience and the customers’ assessment of those experiences....
View ArticleEmpathy as a Commodity: Customer Experience Pivots Post-Pandemic
In the wake of COVID-19, the role of customer experience is at a crucial tipping point. Many organisations are asking, is CX a non-essential business function that gets cut when budgets are trimmed? Or...
View ArticleHow to Achieve Effective Listening in A Post-COVID World
We’ve spent quite a lot of time discussing how brands can survive during the COVID-19 pandemic, but as shops reopen and governments begin lifting quarantine measures, it’s time to start talking about...
View Article5 Keys to Effective Governance of Your CX Program
As businesses slowly reopen and some semblance of “normalcy” creeps back into customers’ lives, organizations are faced with an opportunity to define and find success in a post-COVID world. Customer...
View ArticleHow to Effectively Listen to Customers
Customer needs, wants, and expectations are changing rapidly, and brands that want to keep up need to aggressively monitor customer commentary if they hope to continue providing the experiences that...
View ArticleCX Trends: How Brands Can Thrive, Not Just Survive, During and After COVID-19
If you’re a business owner, you’ve probably heard at least one musing or another about how the strongest brands are the ones that can best adapt to change. That quote is especially true in times as...
View ArticleHow to Truly Understand Customer Needs, Wants, and Expectations
Delivering an effective customer experience is a journey, not a destination. If brands want to achieve transformational success, positively affect the bottom line, and create a difference for their...
View Article5 Cost-Effective Ways to Keep Furloughed Employees Engaged
Though brands are contending with a lot of customer uncertainty at the current time, there’s another, equally important group with whom all organizations need to engage during this pandemic: furloughed...
View ArticleHow to Improve Customer Experiences in a Meaningful and Transformative Way
In our previous blog posts, we discussed what it means to listen effectively to customers in order to truly understand their feedback and its implications for a brand. What business leaders do with...
View Article5 Keys to Effective Governance of Your CX Program
As businesses slowly reopen and some semblance of “normalcy” creeps back into customers’ lives, organizations are faced with an opportunity to define and find success in a post-COVID world. Customer...
View ArticleHow to Effectively Listen to Customers
Customer needs, wants, and expectations are changing rapidly, and brands that want to keep up need to aggressively monitor customer commentary if they hope to continue providing the experiences that...
View ArticleCX Trends: How Brands Can Thrive, Not Just Survive, During and After COVID-19
If you’re a business owner, you’ve probably heard at least one musing or another about how the strongest brands are the ones that can best adapt to change. That quote is especially true in times as...
View ArticleHow to Truly Understand Customer Needs, Wants, and Expectations
Delivering an effective customer experience is a journey, not a destination. If brands want to achieve transformational success, positively affect the bottom line, and create a difference for their...
View Article5 Cost-Effective Ways to Keep Furloughed Employees Engaged
Though brands are contending with a lot of customer uncertainty at the current time, there’s another, equally important group with whom all organizations need to engage during this pandemic: furloughed...
View ArticleHow to Improve Customer Experiences in a Meaningful and Transformative Way
In our previous blog posts, we discussed what it means to listen effectively to customers in order to truly understand their feedback and its implications for a brand. What business leaders do with...
View ArticleBack to Basics: Serving Customers’ Fundamental Needs
One of the greatest threats that the ongoing Coronavirus pandemic poses to business owners is, well, the uncertainty of it all. We live in unprecedented times—COVID-19 has thrown a lot of the old...
View ArticleHow to Monetize Your Customer Experience Improvements
The journey to effective customer experience (CX) includes many steps. We’ve already talked about three of those steps—listening to customers, understanding who they are and the context of their...
View ArticleHow Retail Banks Must Adapt During and After COVID-19
The Coronavirus pandemic has left no industry unscathed, especially retail banking. As banking brands reel from everything from a reduction of in-branch business to the economic crunch at large, it’s...
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