Articles
Tag: lisa loftis
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Do You Have the Traits of a CX Leader?
We share several characteristics that we think are essential for CX leaders to have, wherever they reside within the organization.
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A Deep Dive on a Customer Experience Priority: Customer Understanding
Marketers have been striving to achieve customer understanding for decades. The pursuit is only getting more complex with the predominance of digital activity.
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2021 Contributors of the Year: Lisa Loftis
A profile of SAS Best Practices principal management consultant Lisa Loftis, one of CMSWire's contributors of 2021.
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TRUE: Marketers Should Have Seen This Coming
Many of the lessons learned and predictions for 2022 have origins in areas that we should have already been focusing on.
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The Perfect Storm Propels Personalization Into Must-Have Status
I have never seen a more perfect storm situation than the one that marketers are facing today.
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Getting to the Heart of Data-Driven Experience Optimization
How do marketers reconcile the increasing customer demand for CX with decreasing CX expenditure? It starts with how we use data.
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Money and a Mandate Aren't Enough for Great Customer Experience
Three success factors can make or break a CX initiative: cooperation, integration and enterprise planning and support.
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Now You See Me, Now You Don’t: Navigating the Cookie-less World
The demise of third-party cookies is neither sudden nor of recent origin. Marketers need to act now to forge a new path.
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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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