Empathy Mapping for CX
By Sherril Hanson December 10, 2021
If you were to create a word cloud to track the trending words in CX, “empathy” would take up some sizable real estate. The ability to understand the feelings of a customer can lead to a more personalized approach or offering, as well as better...
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Twilio Research: Significant Gap Revealed in CX Qualities Most Desired by Consumers
By Alex Gaw November 30, 2021
New research on consumer interaction with brands reveals a large and substantive gap between the CX qualities desired by consumers and what they, in fact, receive from companies. The research on industry perception and engagement statistics is...
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Bad CX Accounts for $4.7 Trillion in Global Consumer At-Risk Sales
- By Alex Gaw November 18, 2021
In two separate Qualtrics studies, the importance to consumers of good CX took center stage as fallout from the reverse—shoddy or poor CX—translated into a risk of staggering trillion-dollar losses for businesses worldwide and to consumers...
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Zendesk to Acquire Momentive of SurveyMonkey Fame
- By Alex Gaw November 2, 2021
Global customer relationship management (CRM) firm Zendesk is set to acquire online experience management company Momentive, formerly known as SurveyMonkey, in an all-stock transaction that will be growth accretive for Zendesk by 2023 and...
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Significant Disconnect Exists Between Consumers and Business Leaders on Issues of Trust
- By Alex Gaw November 1, 2021
A new joint report by Deloitte Digital and Twilio shows that a significant chasm exits between consumers and US business leaders when it comes to trust, with many leaders overly confident about the extent of customer trust in their brands. The...
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Customer Feedback in Travel and Hospitality: Inputs from Everywhere and Anywhere
- By Sherril Hanson October 13, 2021
A customer journey during travel can be a complicated, disparate, and non-linear meandering process through digital, voice, and in-person touchpoints. The “how did we do?” written card at the end of a hotel stay is all but ancient history,...
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Understanding the CX Metrics that Matter
By Keith Kirkpatrick September 17, 2021
Famed management consultant Peter Drucker once noted that “if you can’t measure it, you can’t improve it.” One of the key tenets in life is that customer experience cannot be measured directly, but keeping track of the factors that...
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Skeepers Group Launches CX Management, A Plug-in to Rationalize Customer Feedback
- By Alex Gaw September 10, 2021
The Skeepers Group, the French-based provider of software as a service (SaaS) solutions, has unveiled a new plug-in that collects data to help streamline the customer feedback process for brands, enabling brands to strengthen their...
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Empowering Customers to Become Evangelists
- By Keith Kirkpatrick September 9, 2021
A significant amount of attention in the CX community has been placed on driving excellent CX, so that customers are satisfied and feel more loyal to the organization. While increasing the number of loyal customers can help reduce some marketing...
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Report Findings: Consumers Today Are Largely Unexcited by Brands
- By Alex Gaw August 25, 2021
A new survey on customer expectations reveals that companies can no longer separate their product from the customer experience they offer, and that low customer expectations signal fresh opportunities for businesses to find a new approach to...
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Generating and Leveraging Insights from Social Media
- By Keith Kirkpatrick August 23, 2021
Love it or hate it, social media has become a fixture for nearly 4.5 billion users around the world, according to statistics published by Datareportal in July 2021, equivalent to nearly 57% of the world’s population. A typical user actively uses...
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Balancing Privacy with Patient Convenience in Healthcare
- By Keith Kirkpatrick July 28, 2021
A key driver of CX is the relative level of effort it takes to accomplish a task when interacting with a company or service provider. A customer effort score (CES) is a metric that focuses on a single touchpoint or interaction and can be used to...
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