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Thought Leadership

Our Latest Customer Experience Insights

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?…

Customer Experience: Five Pillars To Reach A Sustainable Competitive Advantage

Understanding customer needs and desires across their journey and responding accordingly has never been more important. According to Gartner, 81% of marketers say they soon “expect to be competing mostly or completely on the basis of CX” (customer experience)…

The Five New Building Blocks Of Customer Experience Success

Successful brands often have something in common: They exceed customer expectations. If you ask me, it’s this era’s most important metric — many customers want to trust you and feel valued.Most businesses know that. They have people working on customer experience (CX). They have CX data coming in…

Research: Balance Privacy With Personalization to Deliver Great Experiences

Ryan Hollenbeck, Senior Vice President of Global Marketing at Verint Systems, shares results of new research showing how much information customers are willing to part with to get great experiences in return, as well as how brands can successfully strike the right balance between privacy and personalization.

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