If consumer data is your product, you're doing personalization all wrong. Continue reading...

If your customer journey maps end at purchase or delivery, you might want to rethink your strategy. A successful approach requires a holistic view. Continue reading...

Prashanth Krishnaswami of Zoho explores the possible benefits of a revenue-generating customer service model. Continue reading...

Pivoting middle managers so they help solve problems rather than creating more problems requires agile change programs to rethink incentives. Continue reading...

Brands can no longer rely on surveys alone to understand customers. As the digital landscape changes, companies must adapt to preserve voice of the customer. Continue reading...

If you want to deliver top-notch customer experiences, you need to go right to the source: your employees. Continue reading...

Marketers may use mParticle's new Journey Builder to create audience sequences that change throughout the lifecycle. Continue reading...

In customer experience, we’re often taught to embrace the mantra, “the customer is always right.” This is to ensure the people we work with receive an exceptional experience and return to do […]

I’m often asked for customer journey mapping examples – where are organizations using journey mapping that is truly driving change.  Of course, the results vary significantly depending on the […]

LoyaltyWhat Netflix’s customer crisis teaches us about CX

How can you gain better relationships across channels – from marketing and sales to customer care and support? What are new ways to create a CX-focused culture across your business, including […]

Conversational AI chatbots have become a popular approach for organizations across various sectors to communicate with their consumers. At a time when remote working is more prevalent than ever, […]

Customer Science is an exciting new variant of Customer Experience. One of the crucial ways that the science is more powerful is the quality of the customer data you feed into the process. So, the […]

Customer Science is a vital part of any organization’s future success with their customer experience. The combination of AI, behavioral sciences, and data is a powerful way to gain insight into […]

How does blockchain and related technology impact customer experiences? How best to pivot strategies around customer service and marketing to stand out from competitors? Stacy Sherman interviews […]

Let's consider this when it comes to the Great Resignation: People don't leave managers; they leave the culture of the organization. I believe that's a more-accurate statement, especially when we […]

EngagementHow to respond to complaints about your prices

What does employee engagement really mean? How do you prevent a toxic work environment, and bad bosses from rising the ranks contributing to increased staff and customer service agent resignations? […]

Customer journey mapping lays a strong foundation for the success of your customer experience initiatives. But only if it’s done right. So having a research-backed customer journey mapping process […]

On a recent podcast, one of our listeners contacted us with a Business Pickle with which he wanted our help. Peter Harvey is in a Business-to-Business (B2B) organization. Their offering does not […]

Prices will never be low enough for customers. After all, have you ever got a customer survey back that said you should charge more for your product or service? Have you ever written that yourself as […]

“Connect with people as humans, get to know them a little bit personally, so that you have a connection, so that when times become tough and you've got to challenge them, they feel like they're in […]

CResearch shows that Gen Z and Millennial consumers account for 25% of the total retail spend in the UK, and this figure is set to grow to...3rd May 2022 By David Taylor

HBrands live and die by customers relationships. Instead of making a quick buck, brands should focus on building connections as it will...10th May 2022 By AnthonyCashel Managing Director