Articles
Customer experience professionals share their opinions on how the industry is doing with customer experience. The response? Good, but still needs work.
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Customer experience trends change from day to day. But putting a new spin on some trends from 2015 show their relevance for today.
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If you’ve made some improvements in your organization’s customer experience (CX), then bravo — go ahead and celebrate!
But then get back to work. The path ahead may be even harder.
Great Customer Experience Doesn't Happen Overnight
Companies can’t deliver great CX overnight.
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Bruce Temkin thinks it all comes down to a matter of trust. Over the past five years, he's evaluated thousands of brand perceptions and distilled them all into his company's Temkin Trust Ratings. Brands that earn trust do so over time -- with consistent customer experiences, he said.
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What’s the path to deep customer insight? Customer Journey Thinking. Organizations must stop looking at customers through their internal lens of interactions and focus their attention on customers’ overall journey.
New Realities of Customer Interactions
Companies have always struggled to understand customers, but it’s getting even harder.
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Just when you thought there was nothing entertaining to do at work today, we offer this. Dust off your prediction skills, weigh some odds and take a shot at guessing the winners of the 2014 CX Innovation Awards. The awards are sponsored by the Customer Experience Professionals Association (CXPA),
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Companies are committed to customer experience (CX). It's a priority in most, more important this year than last — and many companies are hiring more people to focus on it. Those are among the key takeaways in the latest of a series of reports from Temkin Group, a customer experience
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It's a New Year -- the perfect time to take one more long, analytical look back at 2013 -- through a sampling of 25 of the most popular CMSWire stories of the year. We have selected some of the best of the best stories, based on reader interest.
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For years, companies have relied on their contact centers to deal with customer interactions, from technical support to requesting medical coverage. But contact centers are on the verge of major change.
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Let me start with a basic reality of life: people are self-centered. We all are.
Everyone has their own frame of reference, which heavily influences what they do and how they do it.
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We first met Bruce Temkin at Oracle OpenWorld 2012 where he talked about understanding the customer and how to easily avoid some common customer experience mistakes. Today, we'd like to share Temkin's impressive study on the return on investment of customer experience.
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