The way we create and deliver customer experiences is constantly evolving in this rapidly changing space. Keeping up with customer experience trends is now an essential part of running a successful business. It’s moving from a “nice to have” to a “must have” department in most organizations. Those with or without customer experience in their […]
In many ways, customer experience is still a new phenomenon. Ok that’s not really accurate, of course. Your customers have experiences with you, and judge their relationship with your brand based on how they feel about those experiences, whether you want them to or not. But the idea of investing in creating powerful, meaningful and […]
I’m lucky to have some conversations with smart people all across my industry. Thanks to a gathering of some Chicago Customer Experience Professional Association members and guests recently, my brain swirled with what could be next for customer experience. I may actually have walked away from our discussions with more questions than answers, but that’s […]
The following is a best of 360Connext post. Times have changed. A few years ago, I would utter the phrase “customer experience” and get the strangest looks from people. Today, there is much head nodding. People get what it means and why it’s important. So I decided to have some fun today and let you […]
What’s the value of customer experience? It’s an interesting question. Whether by your customers or from within your organization, the value of customer experience can be measured in so many ways. Value to customers As customers, we are aware when experiences go really well or really not well. We not only share those experiences, we […]
While every company understands the need for a CFO, most of them do not understand the need for a CCO (Chief Customer Officer).
I’m spending some time in hot and stormy Atlanta this week. It’s the fourth annual Customer Experience Professionals Association Insight Exchange, where CX professionals from all sorts of industries come together to share stories, showcase best practices and in general learn from one another. It’s one of my favorite events of the year. And a […]