Selected Articles & Pods
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- Creating a Resilient Culture With Employee Listening
Defining workplace culture is simple. It’s the “how” of getting work done. That includes your employees' day-to-day experiences of working. Continue reading...
- Personas and Analytics: Unlocking What Motivates Your Customers
Everything you need to know about personas, segmentation and fueling customer insights with data. Continue reading...
- Google Analytics 4 and Making the Most of the Customer Lifecycle
The overarching change with GA4 is that marketers will better understand how prospects and customers engage with their various digital properties. Continue reading...
- Winners announced for US Customer Experience Awards 2022
The inaugural edition of the US Customer Experience Awards, organised by Awards International, announced the winners for this year’s program. The first-ever edition of USCXA® brought together […]
- 5 Ways Diversity and Inclusion Impact the Customer Experience
For brands to offer the best customer experiences possible, they need to focus on diversity, equity and inclusion. Here's why. Continue reading...
- Heidi Bullock: Balancing Customer Data Opportunities and Privacy
In our DXS leaders Q&A, Tealium's Heidi Bullock says the most successful companies balance privacy with personalization and bring value. Continue reading...
- Firms Struggle To Embed Sustainability In Customer Journeys
Many CX pros miss this opportunity. A new report provides examples of companies embedding sustainability at different journey stages.
- Customer-Centricity And Personalization In Banking Need Product Externalization
Application architectures in banks cannot afford to treat product-centricity as a stepchild, but need to focus on it as much as on customer-centricity. Product externalization helps banks move in […]
- Banks Must Stop Acting Ad Hoc If They Want To Earn And Keep Customers’ Trust
As custodians and lenders of money, banks cannot exist without their customers’ trust. But why do so few banks around the world actually track and measure it? We’ve examined how banks themselves […]
- Here's What I Learned About Customer Experience From One Pharmacy Trip
A recent trip to the pharmacy produced a sobering message: we need to do better at hybrid customer experience. Continue reading...
- The 2023 Edition of the Gulf Customer Experience Awards: Open for Entries
Awards International is proud to announce the start of the Gulf Customer Experience Awards ’23: a premium awards programme celebrating top results and achievements in CX. As of July 4th, the eighth […]
- Data Enrichment: Key to Maximizing Customer Experience?
If you want to know your customers better and improve personalization efforts, it all comes down to one thing: data. Continue reading...
- CX Decoded Podcast: Rhoan Morgan on Marketing-Led Customer Experience
CX Decoded caught up with Rhoan Morgan for a discussion on marketing-led CX. Who can, and should, truly own customer experience? Continue reading...
- Modern TV Marketing: A Customer Experience Gold Mine?
TV is no longer a box set sitting in a living room. It’s a wide world of interactive opportunities that marketers are just beginning to tap into. Continue reading...
- How to Accelerate Digital Maturity By Focusing on Customer Experience
Digital maturity allows organizations to adapt to consumer demands faster, and also helps companies grow. Are you there yet? Continue reading...
- How Diversity, Equality, Inclusion & Sustainability can supercharge your business transformation
We appear to be living in a period of continuous disruption. Global economic progress is faltering, driven by a combination of factors: the continued uncertainty caused by the COVID-19 pandemic; […]
- Why Primark’s decision to go digital could damage customer experiences - and how it can be avoided
EngagementHow Primark's digital shift could harm its CX
- 5 Rules for Effective Customer Research That Make A Difference
It annoys me when I ask clients what their customers say, and they tell me what they learned in a survey seven years ago! That’s too bloody long to go between customer research projects. The […]
- Winners Announced for European Customer Experience Awards ’22
The inaugural edition of the European Customer Experience Awards, organised by Awards International, announced the winners for this year’s programme. The first edition of European CXA® brought […]
- How can you ensure your company takes customer complaints more seriously?
Voice of the CustomerWhy customer complaints aren't taken seriously
- InMoment Acquires Leading Customer Review Management Company ReviewTrackers to Bolster its Market-Leading XI Platform and Accelerate the Pursuit of Experience Improvement
Acquisition strengthens InMoment’s ability to offer an unparalleled and seamless platform for both solicited and unsolicited feedbac16th Jun 2022InMoment Acquires ReviewTrackers
- 44. Recruiting & Hiring Best Practices For Customer Success
As we live in the 'great reflection' or 'resignation' or whatever you call it… people have options. As an employer, it's essential to know workforce trends and apply best practices in hiring and […]
- 5 Rules for Effective Customer Research That Make A Difference
Podcast Summary A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the […]
- Use Technology and Empathy to Improve Customer Experience
In a recent Linkedin Live conversation, I spoke with Natalie Petouhoff, a senior customer experience strategist and business consultant at Genesys. Her previous experience includes work with brands […]