Article Category

Customer Experience

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  • Blog

    Why Improving Customer Experience across the Entire Journey Is Important to Boost Organisational Performance

    By Alvier Marqueses • May 13, 2025
    Customer expectations aren’t what they used to be. With companies like Amazon, Apple, and Google setting the standard for seamless,
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  • Blog

    How to Design an Effective Omnichannel Customer Experience

    By Alvier Marqueses • May 7, 2025
    Imagine 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, 2025
    Customer 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, 2025
    In 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, 2025
    Many businesses are familiar with common customer experience (CX) strategies such as personalisation, omnichannel support, closing the loop and so on.
  • Blog

    evolution of customer experience

    The Evolution of Customer Experience: CX History From Transactional to Transformational

    By Alvier Marqueses • March 3, 2025
    Customer 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

    survey keyboard

    How to Design a Survey That Captures the Right Information

    By Alvier Marqueses • February 25, 2025
    Surveys are a vital tool in a successful Customer Experience (CX) strategy, enabling businesses to collect meaningful feedback directly from customers.
  • Blog

    hear what people are really saying

    Inside the Customer’s Mind: 3 Key Perceptions That Define Customer Experience

    By Aryne Monton • February 21, 2025
    Every 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, 2025
    TLDR: 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, 2025
    What Is the Customer Journey? Every customer experience with your brand is uniquely their own.  The customer journey framework is