“CX is the new currency of business. Invest in it wisely.”
“Customer experience, often referred to as CX, is the culmination of all interactions and engagements a customer has with a brand. In…
3 CX Growth Keys for CEOs
Is customer experience management a growth strategy or a cost strategy? When customers have a poor experience, results include churn, refunds, returns,…
A poem about EX
EX, a force to be reckoned with A way to inspire, to lead, to uplift It’s not just what’s seen on the…
A poem about CX
CX, it’s more than just a word It’s the bond that customers have heard With brands that listen and understand Building trust,…
Everything You Need to Know About Brand Experience
Online sales are reaching all-time highs as buyers become more comfortable with digital transactions — in 2021, for example, consumers spent a…
Five Customer Experience Trends To Watch In 2023
As we head into 2023, companies face a difficult crossroads. Inflation has consumers on edge, staffing shortages impact frontline workers, and technology…
Quy tắc Đỉnh-Kết (Peak-End): 3 cách IKEA và Walmart áp dụng tâm lý học để hoàn thiện trải nghiệm
Quy tắc Đỉnh-Kết cho rằng mọi người đánh giá một trải nghiệm dựa trên cảm giác của họ khi nó đạt đến…
Understanding human behavior: The softer side of experience management
Discover why universal human behavior traits are key to a successful XM activation. Experience management (XM) is becoming increasingly vital to organizations’…
25 Of The Most Customer-Centric Companies From 2020
Each year, I compile a list of customer-centric companies. These are the organizations that are leading in customer centricity, innovation, employee experience…
3 Biggest CX Announcements At CES
CES may have looked different this year with its virtual format, but the world’s largest tech trade show is still the go-to…