Customer experience lives and dies on touch points. There is no getting around the fact that there are key moments
So, you and your company are ready to begin the journey of taking CX seriously – it’s a well overdue
The difference between CX & UX Whilst User Experience (UX) and Customer Experience (CX) are very similar concepts, the terms
As the world of CX matures, so does our use of tools and data. The humble Customer Journey Map –
Having worked in a few companies and having gone through mergers both large and small, I have experienced a variety
In today’s blog I will be looking specifically at business drivers and how you can use business driver data alongside
Often customer experience or advocacy initiatives are driven from the top down, and specific departments are made more accountable than
For those new to Net Promoter Score (NPS), it can be easy to fall into the trap of obsessing over
TLDR: What is closed-loop feedback and how can it empower your frontline? Let’s see how Janet, a store manager at a
Clients often ask me about designing an NPS program for a retail environment. Based on my experience, considering the emotional
Net Promoter® and NPS® are registered trademarks and Net Promoter Score and Net Promoter System are trademarks of Bain & Company, Satmetrix Systems and Fred Reichheld.
