Selected Articles & Pods










Article Feed
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Is Less More for Customer Personalization and Privacy?
If consumer data is your product, you're doing personalization all wrong. Continue reading...
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The Key to CX Success? Planning the Entire Customer Journey
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...
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Transforming Your Contact Center Into a Revenue-Generating Customer Service Model
Prashanth Krishnaswami of Zoho explores the possible benefits of a revenue-generating customer service model. Continue reading...
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Don't Let Middle Managers Block Agile Transformation
Pivoting middle managers so they help solve problems rather than creating more problems requires agile change programs to rethink incentives. Continue reading...
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Building Blocks for Voice of the Customer 3.0
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...
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How to Hire the Best Customer Experience Talent
If you want to deliver top-notch customer experiences, you need to go right to the source: your employees. Continue reading...
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MParticle Introduces Audience Journeys to Personalize Customer Experience
Marketers may use mParticle's new Journey Builder to create audience sequences that change throughout the lifecycle. Continue reading...
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Emotional intelligence: the secret to a memorable customer experience
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 […]
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Customer Journey Mapping Examples
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 […]
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What Netflix’s customer retention crisis teaches us about CX
LoyaltyWhat Netflix’s customer crisis teaches us about CX
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39. Breaking Silos and Harnessing Data to Improve Customer Experiences with Celia Fleischaker
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 […]
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Leveraging the power of conversational AI for improved customer experience
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, […]
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Discovering Hidden Customer Insights in New Places is Critical for Future Success!
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 […]
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Discovering Hidden Customer Insights in New Places is Critical for Future Success!
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 […]
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38. Planning For Cryptocurrency & New Technology To Enhance Customer Service Experiences with Adrian Swinscoe
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 […]
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Employees, Culture, and the Great Resignation
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 […]
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What to do if your customers are complaining about your prices
EngagementHow to respond to complaints about your prices
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37. Maximizing Employee & Agent Engagement To Deliver Customer Excellence with Rob Stewart
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? […]
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The Customer Journey Mapping Process That Drives ROI
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 […]
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Our Customers Are Always Complaining About Our Prices. What Do We Do?
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 […]
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Our Customers Are Always Complaining about Our Prices, What Do We Do?
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 […]
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Assess Your Customer Experience Consistency and Stay Inspired in Your Work
“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 […]
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Customer comms' role in digital transformation
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
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How to get buy-in from diverse customer groups
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