Customer Experience Management

Does it matter which customer experience metric you choose? Customer Experience Managemen: For upon |Are you responsible for measuring the progress in improving customer experience? If yes, I’m sure you needed to come up with a rationale…

How to combine science and emotion for Customer Experience success For upon |Recently we spoke to Customer Experience (CX) legend Maurice Fitzgerald, the former VP of Customer Experience at HP, author of 4 books on the subject of customer…

How to Take Your Customer Experience to the Next Level in 2019 Manage Customer Experience: For upon |There were those days when having a great customer experience revolved around all-around human interaction – for example, a smile from a…

Bringing the Voice of the Customer to the Forefront of customer experience Customer Experience Manager: For upon |How can prioritizing the Voice of Customer bring consumer thinking to the forefront of customer experience, help build upon…

The 6 Stages In The Evolution of AI and Customer Experience Artificial Intelligence What is: For upon |8 out of 10 businesses have either already implemented AI (37%) or are planning to adopt it by 2020 (41%). They understand that they…

What is a Marketing Mix: For upon|Many of you will have studied marketing at University. You will have learned all about the marketing mix. My question is whether or not the Marketing Mix is still meaningful in this day and age.…

How brands are using social to manage the customer experience Experience With Customer Service: For upon|A Digital Leaders roundtable hosted in London last month provided some great insights into how brands are trying to use social…

Personalizing the Customer Experience Personalizing: It is critical for your organization to deliver high-performing, personalized encounters across the customer lifecycle. According to Gartner the most popular, frequently consulted…

If you think Customer Experience is just for B2C projects, it’s time to think again Customer Experience Management: For upon|Anna Soisalo, Strategy VP at Smart Design, explains how customer experience is now an urgent priority for B2B…

Redefine the Customer Experience with a Right Content Strategy Customers are the number one priority of every company. There cannot be a business without customers of course. Customer Service and Customer Experience (CX) are two different…