Articles
A successful customer experience program involves seven intricately-linked steps. The first step is program design.
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Having laid out the foundation of customer journey mapping in a previous article, we now delve into the necessary management and maintenance steps.
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Getting started with customer journey maps or just adding a timely refresh? Well we've outlined some foundational steps for brands to help get things right.
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Read along to learn what true active customer participation is, what that looks like in practice, and why brands really need to embrace it.
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Trust and loyalty go hand in hand in any relationship, and it’s no different when it comes to a brand and its customers.
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According to a recent Forrester report, emotion is the most important driver behind the customer experience. Does your brand understand the value?
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Litha Ramirez, executive director of the Experience Strategy and Design Group at SPR and other CX experts share their thoughts on the advantages of CX design.
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A digital-first strategy is a necessity to engage with customers during the pandemic, but businesses are realizing their experiences don't work for everyone.
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We do a lot of work analyzing customer experience within the business-to-business technology industry. One thing we’ve noticed over the last five to 10 years is the rise in the importance of design-related tasks for customers.
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