Brands That Deliver the Best #CX Achieve 54% Higher Revenue Growth

(This is a guest post from KPMG. It's included because it's one of the best reports in years on #CX.) To read the full KPMG Global Customer Experience Excellence report: Tomorrow’s experience, today, please visit:   Brands that deliver the best customer experience achieve 54 % higher revenue growth, according to a new KPMG [...]

Emerging Trends In Customer Experience: The Continuing Story

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. We’ve updated it for 2017   Can you tell us how you got into CX and why you find the space so interesting? In 1999, I was working as a thought leader and executive [...]

By | 2017-05-01T20:32:52-04:00 January 12th, 2017|Experience Design, Interview, Trends|0 Comments

Amazon introduces Just Walk Out technology in its new no-checkout-required retail concept

Amazon has formally introduced its new Amazon GO retail concept on the West Coast. Basically, you can shop without lines and without going through checkout. A combination of technologies (they say, the same ones used in self driving cars) are used to notice what you pick up and what you put in your cart or [...]

Why the Best Measure of Customer Value is the Value You Provide to Your Customers

It’s not easy trying to grow a business. You’re often left standing in the middle of a saturated market, scratching your head and wondering “what can we really do to separate ourselves?” Do you develop a new product, find a new market, or maybe pour money into advertising? When a company gets to this point, [...]

Can a change in policy change the customer experience?

Sometimes, making customer experiences better can also make the world better. Here's how one leading brand is trying. The subject line of an email this morning said "Discrimination and Belonging: What it Means to You". I thought it was a political headline designed to sway my vote given the headline-grabbing nature of this year's presidential [...]

The Myth Behind "Low-Hanging-Fruit"

Note: This article comes from the perspective of the author's work in the science and the art of customer experience. Its implications may be more broadly received. At the beginning of their customer experience enhancement journeys, many organizations go after so-called low-hanging-fruit projects. These are the ones that minimize the need for change while increasing [...]

By | 2017-05-01T20:09:09-04:00 August 31st, 2016|CX Results, Experience Design, Story as Strategy, Tips|2 Comments

The 'Always On' Enterprise

For well over 100 years, businesses leaders have made decisions based on what is right for the business. Business profitability first. Everything else second. Why not buy cheap chairs for the restaurant? Why not focus on the efficiency of the call center instead of delivering better customer outcomes? Much of this thinking comes from entrenched [...]

What is Customer Experience? 19 Industry Experts Weigh In:

[originally posted on the User Testing Blog 3/06/2016 by Spencer Lanoue] Investing in customer experience drives revenue growth and increases customer loyalty. According to Gartner, customer experience will be the main battleground for competing companies over the next two years. And when researchers analyzed the experience and revenue data from two $1 billion+ companies for a recent [...]

By | 2017-05-01T20:09:10-04:00 May 4th, 2016|Culture + Adoption, CX Design, Experience Design, Q&A, Trends|Comments Off on What is Customer Experience? 19 Industry Experts Weigh In:

Customer Success Comes From Experience Design

This interview with MarketForce EU on Customer Success was conducted in February of 2016 to promote that year's customer experience design conference in London. In this interview transcript about customer success and customer experience design, you’ll find practical info to help you with your own customer experience designs and answers to these questions: What are [...]

By | 2018-08-27T21:10:03-04:00 April 28th, 2016|Experience Design, Interview|Comments Off on Customer Success Comes From Experience Design

Back To Basics – On Empathy

If you’re an experience designer (or want to become one), one of the most important tools you can develop for your work is empathy for others. Empathy creates more value for customers than knowing statistical analysis programs and is often more helpful in design than having NetPromoter® scores. Caring about others simply makes you a [...]

By | 2017-05-01T20:09:10-04:00 February 23rd, 2016|Culture + Adoption, CX Design, Experience Design, Tips|Comments Off on Back To Basics – On Empathy
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