In this video by SAP CRM, we get a glimpse of CX history. It is not a schoolish history lesson, so do not fall asleep – without our history, how can we evolve in the future? According to Jamie Anderson, back in the days, customer experience was in the companies’ full control. They chose for…
Welcome to another weekly roundup! Inside, you’ll find the biggest customer experience trends you should prepare for, the best way to draw a customer journey map, and some insights on where customer experience and virtual reality collide. 1. 2016: The Year of Customer Experience This Social Times Magazine writer had an amazing revelation, of how…
“Customer experience was once customer service, and then it started to expend beyond the one-on-one interaction you have with people.” I could have summarized this short yet great video, but this quote by customer service experience expert Shep Hyken does it best. In the video, Hyken goes over the evolution of customer experience, from customer…
Customer experience is a tricky business. If you want to do it well, you must really understand what you’re doing. With customer experience being an ever-evolving ecosystem, it’s important to keep learning, even when we think we already know enough. The problem is that improving ourselves can be hard, and sometimes even boring. So we…
The Academy awards are getting closer, and all the “Oscar Buzz” got me thinking… Sometimes, I get the feeling that we’re too busy criticizing companies for their customer experience, that we forget to praise them. Is that the best way to enhance CX and encourage innovation? I doubt that. Therefore, in the spirit of the…
Welcome to another monthly roundup of the must-read articles by the best in our field! A lot has happened this month, the first month of the year, and there’s a lot to catch up on. In order to save you precious time going through the trouble of looking for the right articles to read, I…
According to research conducted by CEB, 94% of customers who have a low-effort customer service experience will buy from that same company again. Customer experience journey mapping offers a powerful tool to understand and enhance that experience, and ultimately increase revenue. A successful CX journey map demonstrates how the customer views the entire experience from…
In this infographic by The American Customer Satisfaction Index, we get the full CX ranking list of the best customer experience benchmark leaders. This list shows us the best ways to evaluate CX. In the Search Engines category, Google has got no competition. Bing was ranked only in one category – Speed and Reliability of…
Week after week, I try finding the most colorful, new, innovative and interesting articles for you. This time, I really struck gold! I especially liked Blake Morgan’s article on the importance of transparency importance in CX. And, of course, there’s Jim Tierney with his overview of Ford’s new CX approach. Still, I cannot leave…
