Articles
Tag: cx-maturity
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How In-App Messages Turn Customers into Loyal Fans
At its Worldwide Developers Conference in June, Apple announced changes coming to iOS 10 (now available in beta) that will make push notifications more powerful than ever. These “rich noti
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A Man Walks Into an Airport Bar ... A Tale of Poor Customer Experience
Poor airport experiences are as common as typos on the internet. We've all been there. You're dragging your carry-on through the airport after a long day. With 30 minutes until your flight boards, you
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CMSWire Tweet Jam: Where Are We With CX Maturity? #cxmchat
Customer experience — as we understand it now — has been kicking around for over a decade. But making customers happy by understanding and delivering on their wants and needs goes back to
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How Does Your Customer Experience Measure Up?
Customer experience isn’t a new idea, but the growing attention to it is. Customers are more widely connected than ever before, easily hopping between a growing number of devices. They&rsq
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How to Break Through CX Barriers to Deliver Better Experiences
The vast majority of decision makers admit obstacles hinder their efforts to deliver good customer experience. These obstacles or barriers include everything from outdated systems to inadequate custom
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Customer Experience Maturity: Cross the Chasm from Fluff to Tough
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 har
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Align Your Customer Experience Goals (or Commit to Wasted Effort)
Improving customer experience presents unique challenges. It requires coordination across multiple business functions — marketing, sales, service, supply chain, engineering, finance, IT. A
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Commit to Customer Experience with a Company-Wide Strategy
A lot of moving parts go into creating exceptional customer experiences. Personalization, channels, translation, relevance and more all work together to capture the reduced attention s
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3 Ways to Elevate Your Brand's Customer Experience
It is often said that technology makes life easier. But as more companies release technology products designed for efficiency and problem-solving, setting up and actually using these shiny new devices
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Raise the Bar on Customer Experience with Maturity Models
Gone are the days when a brand could get away with a mobile experience that's a miniaturized version of the desktop website. Gone too are the days when it was acceptable to forget a logged in customer
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The Elements of a Seamless Customer Experience
News flash: Customers do not think in silos. They expect a consistent experience across every facet of your business and organization. So why do businesses continue to create customer servi
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What Does 'The Customer Is Always Right' Mean Today?
You've heard the saying “the customer is always right,” but it's time to take that idea a step further. In the subscription economy, many companies don’t begin to realize profi
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B2B Customer Experience Doesn't Have to Lag B2C
How was your experience the last time you bought a product or service for your business? Could you find all of the information you needed on the vendor’s website, or did it leave you confused? D
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Why Most Customer Feedback Analysis Tools Suck & How to Fix This
Customer feedback analysis tools are all the rage, but most of them suck. They collect scores into pretty dashboards, but don’t actually tell what the feedback is or how to achieve customer loya
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