Article Category
Customer Experience
-
Blog
Why Improving Customer Experience across the Entire Journey Is Important to Boost Organisational Performance
By Alvier Marqueses • May 13, 2025Customer expectations aren’t what they used to be. With companies like Amazon, Apple, and Google setting the standard for seamless, -
Blog
How to Design an Effective Omnichannel Customer Experience
By Alvier Marqueses • May 7, 2025Imagine this: A loyalty program member spots a new product online and wants to use their reward points to get a discount. -
Blog
Customer Experience Automation (CXA): A Comprehensive Guide
By Alvier Marqueses • April 9, 2025Customer experience has long been one of the most challenging aspects of running a business to automate. -
Blog
Top 3 Challenges When Running a VoC Programme And How To Avoid Them
By Alvier Marqueses • April 4, 2025In our previous blog, we explored the building blocks of launching a CX programme and getting your Voice of the Customer (VoC) initiative off the ground. -
Blog
10 Unconventional But Effective Customer Experience Strategies You Haven’t Tried Yet
By Alvier Marqueses • March 28, 2025Many businesses are familiar with common customer experience (CX) strategies such as personalisation, omnichannel support, closing the loop and so on. -
Blog
The Evolution of Customer Experience: CX History From Transactional to Transformational
By Alvier Marqueses • March 3, 2025Customer experience (CX) refers to the totality of interactions and perceptions a customer has with a company throughout their journey, from the first point of contact to post-purchase services. -
Blog
How to Design a Survey That Captures the Right Information
By Alvier Marqueses • February 25, 2025Surveys are a vital tool in a successful Customer Experience (CX) strategy, enabling businesses to collect meaningful feedback directly from customers. -
Blog
Inside the Customer’s Mind: 3 Key Perceptions That Define Customer Experience
By Aryne Monton • February 21, 2025Every customer interaction leaves an impression—sometimes positive, sometimes forgettable, and occasionally frustrating. But how do businesses ensure those impressions lead to loyalty and advocacy? -
Blog
What Are Customer Journey Touchpoints?
By Alvier Marqueses • February 11, 2025TLDR: Introduction: Customer Journey Touchpoints A customer journey touchpoint refers to any instance in which a customer interacts with your -
Blog
Customer Journey: A Comprehensive Guide
By Alvier Marqueses • February 10, 2025What Is the Customer Journey? Every customer experience with your brand is uniquely their own. The customer journey framework is
