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Inner Loop vs. Outer Loop in Voice of Customer Programs
By Alvier Marqueses • September 12, 2025Discover how to build a mature Voice of Customer (VoC) strategy by combining the Inner Loop and Outer Loop. Understand how one focuses on immediate customer issues and the other... -
Blog
Customer Experience (CX) vs. User Experience (UX): What’s the Real Difference and Why It Matters
By Alvier Marqueses • August 21, 2025TLDR: As businesses race to meet rising customer expectations in a digital-first world, the terms Customer Experience (CX) and User -
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Should You Invest in a Customer Experience Management (CXM) Platform?
By Alvier Marqueses • August 19, 2025TLDR: Why Customer Experience (CX) Is Business-Critical Running a business without a CX platform in 2025 is like riding bareback -
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Customer Experience Transformation: What It Is and Why It Matters
By Alvier Marqueses • June 19, 2025TLDR: There comes a moment in every business’s life where the road forks. One path leads to more of the -
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Voice of Customer vs. Market Research: Key Differences and Benefits
By Alvier Marqueses • March 10, 2025Understanding customers and prospects is fundamental to business success. By tapping into customer needs and expectations, businesses can make informed decisions that resonate with their audience. -
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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
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 -
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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 -
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Customer Experience vs. Customer Success: Key Differences Explained
By Alvier Marqueses • January 29, 2025In conversations withing organisations, terms like customer experience (CX) and customer success are often used, though not always in the -
Blog
Top 5 Customer Experience (CX) Books to Read for 2025
By Aryne Monton • January 15, 2025What drives a customer to stay loyal, to rave about your brand, or to choose you over countless competitors? The
