Selected Articles & Pods
Article Feed
- 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...
- 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...
- 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 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
- 4 Strategic Approaches to Customer Journey Mapping
There’s no one single way to create a customer journey map. See how brands are approaching journey mapping today in strategic, emotional and goal-driven ways. Continue reading...
- Why IoT Can Be a Game-Changer for Digital Customer Experience
The economy may be slowing significantly, but the global IoT picture is heating up. Continue reading...
- 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 […]
- How to Balance User Authentication and Customer Experience
Account takeovers can cost both companies and customers money. How can companies verify user identities without causing CX pain points? Continue reading...
- How to Create an Inviting Customer Experience
Higher engagement and customer satisfaction are possible with a better CX. Here’s how your organization can change the script. Continue reading...
- 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 […]
- Why the Subscription Economy Needs to Focus on Customer Retention
In the subscription economy, brands need to react quickly to keep customer churn to a minimum. Continue reading...
- Why a Connected Mobile Customer Experience Should Be Automotive's Holy Grail
For the global automotive industry, innovation in digital customer experience is a short drive away. Continue reading...
- 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
- Four key elements of Starbucks’ customer personalisation strategy
The most recent Cheetah Digital 2022 Digital Consumer Trends Index survey found that 74% of global consumers want brands to treat them as individuals. Therefore, personalisation is a critical factor […]
- 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 […]
- How to ensure that inclusive customer experience is more than just a moment in the sun
Voice of the CustomerInclusive CX must be more than a moment in the sun
- Why Too Many Organizations Do Not Take Customer Complaints Seriously
As you might know, my podcast does an “I’m in a Pickle” feature where business people send in their business problems with customer strategy for our consult. I wanted to share this one with all […]
- 43. Improving Customer Journeys With Employees As Heroes with Ian Golding
What's the value of mapping out your customer journey? How do you get CEOs and company leaders to care more about customer experiences and intentionally turn employees into loyal brand advocates? […]
- Why too many organizations do not take customer complaints seriously
We have another business pickle to address. This time it’s with Christine Jones who is having problem with her organization not taking customer complaints or the Voice of Customer program […]
- Unsung Benefits of B2B Customer Journey Mapping
To gain (or maintain) traction in the marketplace, it’s no longer enough to offer great products and services. Customer expectations have risen in modern commerce, and to meet those high […]