Rekindling the Human Connection in Customer Experience
In the rapidly evolving landscape of artificial intelligence (AI) and digital transformation, the human connection is more critical than ever. […]
Redefining the “Customer”
Today I want to take a look at the term “customer”. A customer is “one that purchases a commodity or
Canadian Brands Face Significant CX Quality Decline: What You Need to Know from Forrester’s 2024 CX Index
Forrester’s latest Customer Experience Index (CX Index™) report has unveiled a concerning trend: CX quality among Canadian brands has plummeted
Integrating Voice of Customer (VoC) Programs into Your Digital Strategy
In today’s customer-centric business environment, understanding and addressing customer needs and preferences is more critical than ever. One of the
Navigating the CX Landscape: Strategy Over Hype
Recent findings from the 2024 Market Study on CX Trends, Challenges, and Opportunities reveal a troubling decline in customer experience,
Harnessing the Untapped Potential of Unstructured Data
A recent article from Forbes highlights the tremendous potential of unstructured data in transforming customer experience and strategic decision-making. Despite
Customer Experience (CX) Insights for Your 2024 Strategy and Beyond
In today’s hyper-competitive market, Customer Experience (CX) isn’t just a differentiator—it’s the cornerstone of sustainable business growth. As we venture
Case Study: Rewind’s Customer Journey Mapping Success
Introduction Understanding the customer journey can truly transform a business, and Rewind’s story is a perfect example. Rewind, a provider
Overcoming Cultural Resistance to Change in Digital Transformation
Digital transformation is essential for businesses aiming to stay competitive in today’s rapidly evolving market. However, one of the most
Balancing Between Quality and Growth in Business Strategy
The recent news of Doc Martens’ declining stock, as reported by Fortune, presents a thought-provoking challenge in the landscape of