Posts

The Year of CX Data Shifts Into Overdrive

Do you feel it? That rumbling beneath your feet? It’s a seismic tremor that’s changing the CX landscape.

Back in December, I predicted 2021 would be The Year of CX Data. This summer we’re seeing that play out on an even grander scale than I expected.

This pivotal moment in CX history makes designing compelling journeys that deliver an emotional outcome to earn your customer’s loyalty more efficient and cost-effective than ever before. Technological capabilities have advanced to the point where we can cover all the key Xs – EX (employees), CX (customers), and UX (users) – to deliver an optimized outcome for both the company and the customer. Read more

Orchestrate…or Risk Becoming Irrelevant

Customer experience (CX) is about more than surveys.

CX is about understanding customers through operational and financial metrics, reaching into each individual’s journey, and making a difference.

So now might be a good time to ask for a raise, because you’re going to be doing a lot more!

Leaders in the CX space are spending money consolidating disconnected CX technologies into enterprise experience platforms. Your job as a CX leader is to lean in and take advantage of the upward momentum, and spread the reach of what CX is all about in your company. Read more