Articles
Tag: phil britt
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Striking the AI and Human Balance in Customer Experience
Excellent customer experience requires striking the proper balance between AI and humans.
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How to Show the Value of Customer Experience Efforts
Customer experience programs produce positive results for the enterprise, but sometimes it requires proof that it isn't simply a cost center.
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Getting Started with a Customer Experience Audit
Customer experience audits are getting better, but marketers aren’t taking advantage of continuous optimization of customer experience.
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Stitching Together Online and Offline Customer Data
What are businesses doing to chase down the elusive 360 degree view of their customers?
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5 Reasons Why Ecommerce Fails
Some businesses have been lulled into the belief that just because they set up an ecommerce site, the customers will come. That isn't going to happen.
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How to Gain Corporate Buy-In for Customer Experience Initiatives
No matter how good your plan may be, without corporate buy-in, you won’t get the funds to make your winning CX strategy a reality.
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Are Your Customer Experience KPIs Fit for Today?
What key performance indicators (KPIs) matter in today's digital world?
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Where the IoT Is Already Impacting Customer Experience
The IoT is making its way into many different industries, but the results are the same: quicker processes, faster service and happier customers.
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The Intersection of Employee Experience and Customer Experience
How does the employee experience impact CX?
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The Symbiotic Relationship Between CX and Loyalty
When you talk about loyalty and customer experience, organizations need to realize that it's a moving target, not a silver bullet.
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