Articles
Tag: lisa loftis
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Bringing the 'Customer' Back Into Customer Experience
Metrics such as lowest cost channel, call handle time and calls per hour still abound. While not inherently bad, they omit one critical thing: the customer.
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Immersive Experiences: Be There or Be Left Behind
The customer experience environment was already beginning to be defined by a continuous state of rapid evolution. COVID-19 simply accelerated this trend.
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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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