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Using Kiosks to Improve CX

The so-called “Great Resignation” is continuing, with data from the U.S. Bureau of Labor Statistics indicating that the number of workers quitting jobs in November 2021 grew to 4.5 million, up from 4.2 million the previous month, and above the...

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Improving Direct-to-Consumer CX

Selling products or services on a direct-to-consumer (DTC) basis is tailor-made for the digital age. Inherently driven by e-commerce, DTC companies are at a huge advantage over traditional brick-and-mortar retailers, many of which have had to...

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Using Social Media to Improve CX

Social media use has become pervasive, with usage cutting across a wide range of demographic segments, geographic regions, and ethnic groups. According to the Digital 2021 October Global Statshot Report published in partnership with We Are Social...

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The Pitfalls of Over-Personalization with CX

From a CX perspective, organizations can address personalization & optimization through a variety of approaches. These can range from using very little personalized data, such as simply capturing anonymized browsing data of all users to...

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The Power of Zero-Party Data

Customers are increasingly seeking out personalized experiences, but have become wary of third-party trackers, and other surreptitious means of capturing information about their behaviors and actions without their consent. However, the use of...

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The State of the CX Market in 2021

The most impactful CX trends that emerged in 2021 were both interrelated and interdependent, reflecting the interconnected worlds of digital engagement, physical fulfillment, and health and safety issues. While many of these trends began during...

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Michigan State University to Launch CX Master’s Degree

In yet another sign that CX has become a separate and distinct business function, Michigan State University (MSU) announced it is starting a new master’s-level degree that is targeted at working CX practitioners and delivered online. Projected to...

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Five Questions for Rich Green, Chief Product Officer with SugarCRM

Rich Green, Chief Product Officer, SugarCRM I recently connected with Rich Green, chief product officer (CPO) with SugarCRM, to get this customer relationship management (CRM) industry veteran’s insights into the challenges of integrating AI...

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Backend AI: Not Just for Customer-Facing Bots

Artificial intelligence (AI) is increasingly being accepted by customers as tools that allow them to accomplish tasks or get the information they need, without having to speak or interact with other humans. AI-driven automated attendants, virtual...

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Post-Purchase Strategies to Improve Retail CX

For most retailers, the holiday season is marked by an uptick in the number of items ordered and shipped online. And while many organizations have done an admirable job of focusing on the CX during the marketing and sales phases of a shopper’s...

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Customer Success Teams Help Build Meaningful Customer Engagement

Customer success is defined as “a long-term, scientifically engineered, and professionally directed strategy for maximizing customer and company sustainable proven value,” by the The Customer Success Association. But for most organizations,...

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shopping appointments cx

Using Appointment-Based Shopping to Improve CX

The COVID-19 pandemic ushered in many changes, particularly in retail, where the implementation of customer and employee safety protocols, such as sanitizing stations, mask wearing, and social distancing, became commonplace. But even as...

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Artificial Intelligence for CX Applications

Case Studies, Market Drivers, Market Barriers, and Best Practices for the Adoption of AI Within CX Platforms and Applications

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B2B Personalization for CX Vendors

One of the key strategies used by business-to-consumer (B2C) companies to improve CX is to personalize each interaction. By capturing and using customer journey data, companies can provide a more personalized experience across marketing, sales, and...

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CX After COVID-19

Organizations have been focused on providing good CX for years, largely because of increased competition from physically distant digital stores, such as Amazon and eBay, along with the increased reach and breadth of product offerings from big-box...

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Connecting Patients, Payers, and Providers to Provide Better CX in Healthcare Delivery

Despite the relatively complex, interdependent spheres of patient needs, provider services, and payment structures, the healthcare industry is among the most widely used ecosystems. However, healthcare use and spending dropped significantly during...

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