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Customer support for product design problems

Mitigating Product Design Issues with CX

In an ideal world, a company’s products and services would be designed with feature sets, usability, and functionality tuned to each individual customer’s bespoke preferences and needs. Such a business model is neither economical nor practical,...

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Customer onboarding

Improving the Onboarding Process to Improve CX

For telecommunications companies—which are always in fierce competition to attract and retain customers—the onboarding process is the inflection point in the customer relationship. If the interaction goes smoothly, it can engender positive...

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Building a CX Team for Success

Building a CX Team for Success

Technology can be a critical tool to enable cutting-edge CX strategies. Hyper-personalization, omnichannel customer engagement, customer success programs, and self-service, AI-driven chatbots  are some examples, but these tools alone cannot...

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Employee advocacy for customer experience

Using Employee Advocacy to Support CX Efforts

Customer advocates are extremely useful for recommending and actively promoting a brand, its products, and even the experiences they have interacting with a company. If a company makes a concerted effort to treat customers properly, many customers...

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Using Clear Policies to Drive Better CX

Customer experience policies are rules that cover product returns, changes, warranties, refunds, and access to information and resources, and are used by companies as they interact with their customers. With goals such as increasing efficiency and...

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Customer experience during disasters and emergencies

Managing CX During Disasters and Emergencies

Ensuring excellent CX during times of relative normalcy can be challenging for most organizations, with issues such as managing unrealistic customer expectations, product shipping and fulfillment delays, and increases in demand for customer service...

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Zendesk to Be Acquired for $10.2 Billion by Investor Group

Zendesk, the provider of software as a service (SaaS) products for customer support and communications software, has entered into an agreement to be acquired by an investor group led by the investment firms Permira and Hellman & Friedman. The...

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Customer experience research studies

New CX Research from Forrester, Sprinklr, WSO2, Lilt, and NICE

In this roundup of new research, the reports all zero in on the one indispensable component of CX—the customer—whose experience is measured to give rise to Forrester’s US CX Index ranking, and is the object of inquiry in Sprinklr’s...

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Consumer emotion and sentiment

Developing Deeper Emotional Connections with Customers

One of the most oft-repeated adages in life is that you do not remember what a person says to you, but you do remember how they made you feel. This rings true across both B2B and B2C customer interactions, but due to the more personal nature of B2C...

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Customer loyalty

Reducing Customer Effort to Improve CX and Loyalty

One of the most frustrating things about being a parent is having to ask a child to complete a task, only to find it hasn’t been done, and then having to request its completion repeatedly. In addition to the task not being completed in a timely...

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Salesforce CRM Analytics

Salesforce Launches CRM Analytics With New Features

A customer relationship management (CRM) solution from Salesforce has been retooled and relaunched with new features that incorporate artificial intelligence (AI)-driven insights directly into workflows, advances that Salesforce says can help...

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Senior citizen customer experience

Providing Better CX for Seniors

Much of the discussion on CX has been focused on so-called “digital natives,” or younger consumers that have grown up with the internet, mobile devices, and social media as primary components of the way they interact with others, for both...

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Latest Research

CX in the Healthcare Industry

Patient Experience Management and Patient Engagement: Best Practices, Key Market Trends, Case Studies, and Market Forecasts

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CX Market Forecasts

Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Customer Insights & Feedback, and Employee Experience

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Customer Insights & Feedback

Market Drivers and Barriers, Key Industry Players, Market Sizing and Forecasts, and Case Studies

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Omnichannel Customer Engagement

Case Studies, Market Drivers, Market Barriers, and Best Practices for the Adoption of Omnichannel Engagement Strategies and Software

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