CX After COVID-19

Organizations have been focused on providing good CX for years, largely because of increased competition from physically distant digital stores, such as Amazon and eBay, along with the increased reach and breadth of product offerings from big-box retailers, such as Walmart. Organizations have realized that providing good CX helps nurture mutually beneficial, long-lasting relationships with […]

Improving CX in the Grocery Industry

Supermarkets and grocery stores continue to serve an important function in the lives of most consumers. While there has certainly been a shift to online grocery purchasing and food purchases through mass merchandisers, drug stores, and major supermarket chains, there is still demand for independent or smaller grocery store chains that meet the needs of […]

Using Video to Improve CX

If a picture is worth a thousand words, to quote the famous adage, then a video must be worth at least ten times that amount. And given the high quality of today’s video platforms, along with the wide range of devices that can play the content, video has become a key tool for improving CX. […]

Steps to Transform Contact Centers into Engagement Centers

Contact centers have long played a passive role in delivering customer service, usually handling inbound inquiries related to administrative customer inquiries, technical questions or issues, or general questions about the company, its products and services, and its policies. However, to remain competitive, today’s business-to-consumer (B2C) and business-to-business (B2B) organizations must transform their contact centers into […]

Strategies for Providing an Excellent CX in Real Estate

For most people, the process of searching for and completing the rental or purchase of a home or apartment is among the most stressful experiences they will endure, given the value of the transaction, and the relative complexity of the process. And although some renters, buyers, or sellers may choose to “go it alone,” some […]

Managing CX Amid Supply Chain Delays and Disruptions

Supply chain issues continue to dominate the news, as a series of interconnected issues are impacting the flow of goods from the point of manufacture to their intended destinations. Between worker labor shortages, raw material and parts issues, and bottlenecks across multimodal transportation networks, customers are seeing delays in shipments that can reach several months. […]

Managing Employee Experience Amid COVID-19 Vaccine Mandates

One of the most contentious issues to arise from the COVID-19 pandemic has been the establishment of vaccine mandates, which essentially require all employees of an organization to receive the COVID-19 vaccination in order to remain employed. In the US, a Biden Administration rule could go into effect as early as the week of October […]

Improving CX in Sports and Entertainment Venues

The return to normal life after the COVID-19 pandemic provided an additional challenge to venue managers: how to keep patrons safe, without negatively impacting the fan experience. After all, keeping patrons safe is a key determining factor in whether people are willing to gather in a large group setting. But for managers of large sporting […]

The Power of Personalization in CX

From a commercial perspective, personalization was once limited to marketing or sales activities, often tied to specific actions, such as a previous purchase or a direct-mail offer. However, personalization across the entire customer journey has become a key differentiator for some companies and is likely to become table stakes over the next few years. A […]

Understanding the CX Metrics that Matter

Famed management consultant Peter Drucker once noted that “if you can’t measure it, you can’t improve it.” One of the key tenets in life is that customer experience cannot be measured directly, but keeping track of the factors that influence CX can serve as relevant proxies. These metrics are usually a good indicator of the […]

CX in the Telecommunications Industry

The telecommunications industry has long struggled with providing excellent CX. A combination of factors—complex offerings and service tiers, a mindset of prioritizing average revenue per user (ARPU) growth, and a lack of understanding and empathy toward customers—have led to less-than-favorable CX scores over the past decade. However, some industry players have realized that the key […]

Powering Excellent CX in the Utility Services Market

Most customers only think about their electricity, water, or gas service providers at two times: when their bill comes, and when there is an interruption or problem with the service. However, given the increased use of Internet of Things (IoT)-based smart meters, smart appliances, and energy profiling technology, many utilities have steadily shifted to a […]