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By Eldon Phukuile | Eldon Phukuile's Customer Experience Magazine

What Do Your Employees Know About Customer Experience?

Image courtesy of xianrendujiaWhat do your employees know about customer experience?
I've been talking about the importance of employees to the …

Customer Experience

8 Steps for Customer Experience Change Management

Image courtesy of B GilmourHow well are your change management efforts going?
I recently came across Dr. Kotter's 8-Step Process for Leading Change. …


Differentiated Customer Experience Drives Dave & Busters

Dave & Buster’s CEO Steve King is supremely confident that his company’s differentiated customer experience drives brand loyalty in a crowded …

Run on Fun: Toys "R" Us Playing Customer Experience to Win Against Walmart, Amazon

Toys “R” Us may have decided the best approach to winning customers is by kidding around, but that does not mean it will have to play nice.

Retailers are well known for their price-cutting (and cutthroat) tactics when selling toys. So Toys “R” Us, which has been losing market share to Walmart, …


How Customer Engagement Campaigns Impact Customer Experience

When a customer is engaged with a brand, they are more likely to have a positive experience with the brand overall. Here are six ways to further …


Customer Experience Maturity Assessment

The cross-functional collaboration necessary to successfully manage the customer experience requires big picture, systems thinking. ClearAction …

Customer Experience

Customer service is about changing feelings and creating good memories

As readers of this blog may know that I am a fan of Seth Godin’s work.

In a post on his blog in 2012 he wrote a short, yet insightful, post about the …

Customer Service

CX Journey™: What Your Customers are Saying (and What They Really Mean)

What Your Customers are Saying (and What They Really Mean)

Image courtesy of highersights

Today I'm pleased to share a guest post by James Johnson of


Achieving a Single Customer View Through Cross-Channel Data Integration

Today's post is a modified version of a post I originally wrote for Confirmit in March 2013.

What steps are you taking to create a single view of the …

Data Integration

Customer experience matters when it comes to building a lasting brand

Experience matters. We live in an experience age and brands can no longer build strong positions by providing clear functional benefits.


How Much Are Bad Customer Experiences Hurting Your Business? Forrester's CX Index™ Knows

When reading these stories, I always wonder, "Why is Company X not getting it?" Bad customer experiences are financially damaging to a company. …

Customer Experience

Customer experience vs. the customer’s experience: Is there a difference?

Over the last few days I’ve been to a few customer experience events, which included chairing a couple of sessions at a leading conference in London …

Customer Experience

How brands are built one customer experience at a time

As part of my job I have to travel frequently and so I am well acquainted with three airline brands in particular.

I won't review them here, but …

Customer Experience

Re-imagining The Entire Customer Experience In Financial Services

In an increasingly commoditized and competitive marketplace, financial institutions are battling to stay top of mind and be the primary financial …

Customer Experience

Three steps to a first class customer experience

The retail industry is undergoing major disruption due to the fast growth in e-commerce and its subsequent impact on shopper behaviour.

Shoppers today can research, purchase and share information anytime and anywhere from their mobile devices, and they may or may not set foot in a traditional …

Customer Experience

Internet of Things: Why the Support of Things is the future of customer experience

While already besieged, the customer service industry is in for an even wilder ride thanks to the growing adoption of the Internet of Things (IoT) …

Customer Experience

Improve Customer Experience with Useful Customer Feedback from Social Media

Every business should have a strategy for gathering customer feedback. Whether it’s done with the help of surveys, feedback forums, or on the brand’s …


Why Customer Service Matters Now More Than Ever

Val Geisler has been planning and organizing for as long as she can remember; from being the (self) assigned cookie-sales organizer at Girl Scouts to …

Customer Service

Keeping Customers Satisfied on Their Terms

.By Loren McDonald A recent joint study conducted by IBM and Econsultancy titled, The Consumer Conversation, is shining new light on a growing gap …


These 7 Companies Excel in Customer Experience

Everyone claims to be the leading customer experience (CX) vendor. But the Temkin Group has taken the subjectivity out of the debate.

The Waban, …

Microsoft Excel

Customer Experience Is Everything

In many ways, social media is just another channel. Most of the marketing techniques they teach in business school are just as applicable to social …

Customer Experience

The Politics Of Customer Experience

Customer experience is one of the fastest-growing areas of business strategy--and with good reason. Its linkage to better business performance across …

Customer Experience

Omnichannel Customer Experience: Expert Systems, 360 Degree Views And AI

“Omnichannel customer experience” can simply be shorthand for your customer’s ability to order from you in one channel (for example online), pick up through another (for example at a brick and mortar store) and if necessary return via yet another (for example from your porch or a dropoff point). …

Customer Experience

Can 'User-Experience' Experts Become 'Customer-Experience' Experts?

User experience (UX) is a mature enough discipline that most medium-to-large companies invest in it as a valuable in-house capability. But the emerging field of customer experience (CX) is still new enough that most companies are grappling with how to develop the organizational capability to …

UX Design

Where Content Marketing Meets Customer Experience

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Protecting Your Brand: Privacy, Risk and Compliance

May 05, 2015

Organizations should treat social media as they would any other …


Using Big Data And Machine Learning To Enrich Customer Experiences

We are in a time of unprecedented flux in consumer behavior, customer expectations and company business models created by technologies that simultaneously disrupts established businesses and spawns new ones. The genesis is the symbiotic interaction of three seminal tech-enabled developments: mobile

Machine Learning

CX Journey™: The Employee Journey to a Better Customer Experience

The Employee Journey to a Better Customer Experience

How does ensuring your employees have a great experience translate into better service for your


Customer Experience Professionals Association

Welcome to the CXPA

Customer Experience Professionals Association

The Customer Experience Professionals Association (CXPA) is a global non-profit …

The DNA of a Successful Customer Experience

Image courtesy of Hindrik S

What are the Six Pillars that Nunwood has dubbed “the DNA of a successful customer experience?”

I was recently sent an …