Articles
Tag: lisa loftis
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2020 Contributors of the Year: Lisa Loftis
Lisa Loftis brings 30 years of experience to bear in her monthly column, where she tackles every aspect of customer relationships. Learn more about Lisa.
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Loyalty Without Trust: A Long Walk Off a Short Pier
Entrepreneur Dhar Mann once said “trust takes years to build, seconds to break and forever to repair” and that's never been more evident than today.
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Humanizing Automation in CX: A Delicate But Essential Balance
All signs suggest that the relationship of automation to customer experience is transitioning from integral to inescapable.
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Empathy Fuels Today's VoC Programs
Empathy was little more than an infrequently used catchphrase in the VoC conversation before COVID-19. Now it is inexorably tied to VoC initiatives.
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Curiouser and Curiouser – Drawing the Line Between DXP and CDP
How do we set the boundaries between digital experience platforms and customer data platforms?
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Where Customer Experience Goes, Governance Must Follow
Without governance, customer experience quality degrades, technology and business projects compete for resources and coordination becomes difficult.
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Omnichannel Through the Eyes of the Customer and Its Impact on Martech
A recent Accenture report highlighted an emerging trend it calls “the I in experience,” a new CX model that requires a shift away from one-way selling.
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Beyond CDP or Bust: The Looming CDP Reality
Despite the high level of interest, the future for the basic CDP may not be as bright as it seems.
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Customer Loyalty: Understated and Overestimated
Companies continuously understate what it takes to develop and maintain loyalty.
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Customer Trust: Are We Experiencing an Existential Crisis?
'Trust is a key element in the overall customer experience. Brands that cannot provide a high level of trust cannot provide a high level of CX.'
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The Jury Is in on the Future of Customer Experience
Gartner and Forrester recently shared some bleak predictions for the future of CX — but it's a future businesses can avoid by taking proactive steps today.
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Leap Into the Future: Shape Customer Journeys With Context
A marketing book that published in 1999 — yes, 1999 — points the way for what we should be doing in customer experience in the year ahead.
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Decisioning – The Only Way to Accelerate Analytics to Value
Analytics only drives value when positive outcomes are generated from the data. Otherwise, why do it at all?
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Innovation and Alignment: A Customer Experience Leader’s Harmonic Convergence
Customer experience leaders rarely have authority over everything that touches a customer — and that hinders their ability to operate.
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