Emotional Customer Experience

By Eldon Phukuile | Eldon Phukuile's Customer Experience Magazine

Why Voice of the Employee is Vital to Improving Customer Experience?

Business leaders today are more focused on customer experience (CX) than ever before. In fact, improving CX has been the number one priority for …

Customer Experience

The Customer Experience Imperative: How To Justify The Investment

, Oracle

Intuitively, everyone in business knows that delivering a great customer experience is important. Conversely, the consequences of delivering a bad experience are well documented. Studies show that 82% of people have stopped doing business with a company due to a bad experience. And 95% have …

Customer Service

Positive Customer Experiences are Key to Omnichannel Success

by Shannon Kelly

Have you ever had a bad customer experience? I certainly have and chances are you have too. I am always reluctant to go back to …

Customer Experience

How to Win on the Customer Experience Battlefield in 2016

Follow these three rules to think holistically about your customer experience.

This past year, Gartner deemed customer experience the new battlefield for marketers. The analyst firm has predicted that by 2017, 50% of consumer product investments will be redirected to customer experience innovations. …

Customer Experience

New #H2HChat: The Truth About Creating Customer Experiences

#H2HChat: “The Truth About Creating Customer Experiences”

As humans we are constantly defining and redefining our world in accordance with a myriad …


7 Tips for Customer Experience Differentiation

What makes your company different from the competition?

Most people tend to think of differentiation as a function of their product. But positioning …

Digital Reinvention Starts with the Customer Experience

By Matt Candy and Gerald Lanzerits

There’s a heightened focus on the customer experience, especially when it comes to commerce transactions. Our …

Customer Experience

Customer experience takes the lead at American Express


The idea that an organization should be focused on its customer seems like common sense, but it is not always easy to act on. The good news is that there has been a convergence of technology, data, and organizational thinking around customer experience, which has given companies the …

American Express

5 Finance Industry Leaders Share Best Practices for Improving the Customer Experience | LinkedIn Marketing Solutions Blog

When LinkedIn asked me to moderate a webcast called "How Wealth Managers Can Thrive Amidst Digital Disruption", my only worry was that an hour would …


Using the 80/20 Rule to Maximize Customer Experience

Regardless of industry, the key to marketing success isn’t creating a bunch of flashy sales materials. It’s ensuring that customers can easily and …

UX Design

Book Review - "X: The Experience When Business Meets Design"

February 5, 2016Over 80% of companies today are looking to differentiate themselves based on their customer experience. That’s a great aspiration, to …

Book Reviews

A Beginner’s Guide to Launching a Customer Experience (CX) Program

Find Out What It Takes

Businesses of all sizes are looking for a better way to stay competitive, make more money, and to unify the organization around …

Customer Experience

Forrester: Your Best Investment Is Digital Customer Experience

A Forrester survey confirms what CMSWire has been suggesting for a while now: namely, that the best CX investments your organization can make revolve …

Customer Experience

Good Customer Experiences are the Focus of "On Purpose"





"On Purpose: Delivering a Branded Customer Experience People Love" strips branding advice of its complexity and …


5. CEOs Should Drive Regular Accountability for Customers and Customer Experience

Part of the series, “What the CEO Needs to Do to Ensure Chief Customer Officer Success.” (5 of 8)

Demand regular accountability sessions for the sole …

Customer Experience

Growing Customers as the Asset of Your Business

In order to have guerrilla metrics mean something, you have to make them part of the everyday language of the corporation. You need to get them front …


Earn Customer Desire and the Right to Grow

I’m introducing a new word for you to consider: customer desire

Its time to replace the word ‘customer loyalty’ with the word customer desire.

What …

Customer Experience

Beloved Companies Outperform the S&P 500

Be·lov·ed: Adjective: greatly loved; dear to the heart.

A beloved company is financially prosperous. And we have the financial data to prove this.

Do I …

S&P 500

Understand Your Customer & Improve Customer Growth

Using survey scores alone to quantify and drive action puts CX work (and your role) in the “leap of faith” category. The connection between improved …


10 Silos Impact Customer Experience

Does your business have a silo detective? This might be the highest-ROI effort of your customer experience council, chief customer officer, chief …

Customer Experience

Toxic Or Collaborative Work Environment?

, Contributor

Today’s organizations are increasingly relying on teaming – whether inside a function or more commonly diverse sets of individuals that are capable of producing the right results. This is especially important given the complexity of today’s environment and the inclusion of so many …


Publicis Outwits Contemporary Customer Experience Problems

The sheer amount of noise that crackles throughout and across our growing network of digital, social, and traditional channels is almost deafening. …

6 Critical Steps To A Winning Company Culture

Creating the right company culture must be a top priority of every entrepreneur and business leader. Simply speaking, culture-driven businesses put their people first, and people make the business, rather than the other way around. Today’s business mantra must be “Take care of your people and they …


Listen to Customers & Build a Customer Listening Path

A customer listening path unites leaders and the organization in understanding experiences that impact customer growth or loss. When you focus on …


Why the First Call From a Customer Is the Most Important

If repeat business is your goal, good customer service is essential. According to a recent survey, one bad customer service call will send most customers away permanently. Since repeat customers bring in more money than new customers on average, it’s important that businesses find ways to nurture …

Customer Service

5 Signs You're Working For A Truly Great Company

If you were to ask people, “what makes a great company,” you would get quite a variety of responses. It’s one of those things that’s hard to define but easy to identify if you are part of a great company. I’ve had the opportunity to interview, work and speak with some of the world’s top business …


How To Gain Traction & Asset Growth: Stage CX Work

Your company’s CX work will be successful when you take a stair-stepped approach to gaining leadership clarity and commitment to the framework. What …


Changing Customer Behavior with a Little Nudge

Do you nudge your customers?Most businesses do, whether they know it or not. A nudge propels a customer toward the behavior you want – whether it’s …

Customer Experience