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Thought Leadership

Our Latest Customer Experience Insights

3 Ways to Transform Your CX Strategy with the Voice of the Customer

You’re eating dinner at a nice restaurant. The manager comes by and asks how you’re enjoying the meal. We’ve all had this experience. And while it’s good business practice on the manager’s part, your short conversation does not constitute a complete or realistic view of your experience.

How AI-Infused Knowledge Management Tools Support CX

Mention the term knowledge management (KM) and you’d once be greeted by a roomful of yawns. Not anymore. With artificial intelligence (AI) injecting new vigor into KM, its “old librarian” image is suddenly sexy. It’s a player that can make a significant contribution to CX improvement and competitive advantage. Let’s face it: Company efforts to build knowledge bases are sometimes futile exercises. Content can be quickly accumulated. The challenge is managing it so it’s useful and easy to find.

Making Legal Part of the CX Team: 5 Steps to a Beautiful Partnership

Many CX practitioners view the legal department in their organizations as separate and apart from the work they do. I know I did. But over the last few years, I’ve begun to see what an important role our legal team plays in the overall customer journey with our company. We are making the most of it.

Putting Customers on the Podium: 3 Tips for Successful Customer Advocacy Programs

One of the essential CX truths is that customers like to hear from other customers. At the B2B technology company for which I work, it means more than throwing a cocktail party and having a few other networking events at the annual user conference. In fact, at our most recent user conference in June, customers filled most of the program. They shared the main stage with our executives, hosted numerous breakout sessions and kept a brisk schedule of interviews with analysts and the press.

3 Tips to Build an Outside-In Customer Journey Map

No matter how carefully plotted your customer journey map, it can always benefit from a fresh perspective—especially one from outside your organization. The map we developed and were using and fine-tuning for years at the B2B technology company for which I work is a case in point.

That version is no longer. With some direct feedback from an astute analyst a year ago, we made some major changes. It has not been an easy process, but the experience is worth sharing here…

For Real CX Success, Don’t Just Fix Potholes. Create Peak Moments

Where do CX practitioners go to get inspired? Customers, colleagues, peers in other companies, other industries, online communities like CustomerThink—all can share fresh ideas that keep us out of the CX slump. Books are good, too—especially when one comes along that not only has the power to change our perspective on CX, but also to change the way we do our jobs and lead our teams…

One-On-One CX: 5 Tips to Ensure First Responders are Great with Customers

I’ve talked with many CX practitioners who agree that we sometimes flip the age-old saying: We don’t see the trees for the forest.

By that I mean how easy it is to become so focused on the big-picture organizational aspects of CX work—changing processes, building new programs, studying company metrics on customer satisfaction—that we overlook or take for granted the one-on-one aspects of CX…

How To Overcome CX Stagnation With A Value Chain Framework

Blue jeans, insurance, meditation classes: No matter what you sell, you’re selling customer experience.

A recent Gartner report found that more than two-thirds of companies compete mostly on the basis of customer experience (CX) — a figure expected to rise…

Four brands getting customer experience right

Understanding customer needs and desires across their journey and ensuring organizations can respond accordingly has never been more important. According to Gartner, 81% of marketers say they expect to be competing mostly or completely on the basis of customer experience in by 2020…

We Still Need To Deliver On The Human Factor In Customer Service

The fear of automation supplanting humans in the workplace has been the stuff of science fiction for decades, but as the pace of technological change picks up, many people have begun to wonder: Is it becoming more fact than fiction?…

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