Customer Experience
These Are the Top-Rated Car Insurance Companies in the United States
USAA Group, NJM Insurance Group, and Amica Mutual Group stand out as the best car insurance companies in the United States, according to a...
Forrester’s Customer Experience Index Shows US Companies’ CX Has Improved During...
According to Forrester’s U.S. 2021 Customer Experience Index rankings, 21% of the U.S. brands included in the index have seen an increase in their...
Where Do We Stand on Employee Experience? Here’s the Latest
As COVID-19 restrictions are lifted, companies are resuming their businesses, both on an increasing digital scale and delivering customer service face-to-face. On the frontline...
The Differences Between Digital Transformation and IT Modernization
Digital transformation is on the tips of everybody’s tongues nowadays; but what does it specifically entail? Often used as an umbrella term for any...
New CX Research and Trends You Should Know About
Customer experience is taking first place in importance for customers in their journey, according to a new Socialbakers report. The report compiles the latest...
Ericsson’s Mobility Report Explores the Future of Digital Transformation for Cellular...
By 2026, there will be nearly 27 billion connected devices around the world. This is the prediction of a new report published by Ericsson,...
Discount Offers Are Effective Appeasement When Fixing Company Errors, Study Finds
It is common knowledge that a positive customer experience is the backbone of any service or business, but what are the best ways to...
The Importance of the Customer Journey Map
Customer service today is vital in our service-based economy. It is no coincidence that industry leaders such as Zappos, Apple, and Amazon are leaders...
How CX Plays in The Age of AI and ChatBots
Hello, is there anybody in there?
All of us as CX professionals and, more importantly, as customers have had the opportunity to be on the...
CX Gaps and Measures of Customer Experience
Me: “Hello. I would like to change my flight to the following week, please.”
Airline: “No problem, Ms. Poppen. Let me check on availability. (15...
Pitfalls To Avoid When Applying Predictive Analytics For CX
Predictive analytics can be a powerful tool for your business as it will help you anticipate customer behaviors and align more closely to their...
The role for Chatbots – how do they make you feel?
It’s part of human nature to recall those experiences – good and bad – that provoked an emotional response. As a CX consultant, a...
