Why Your Customer Journey Map is Obsolete: Embracing the Reality of Non-Linear Customer Experiences
In today’s rapidly evolving business landscape, many companies still use traditional linear customer journey maps as their guiding light for […]
Customer Experience
The Hidden Cost of Customer Satisfaction: Why Chasing High Scores Might Be Hurting Your Bottom Line
In the relentless pursuit of customer satisfaction, businesses across industries have become focused on a single north star: the almighty
Consumer Spending is Down But That Doesn’t Mean You Need to be Out
Did you know that only 16% of consumers increased their spending last quarter? That’s the lowest it’s been in 3
The Hidden Key to CX Success: Internal Alignment
Did you know that 96% of highly aligned organizations report satisfied customers, while 30% of low-alignment organizations face customer dissatisfaction?
Navigating the Digital Twin Revolution: A Double-Edged Sword for Customer Experience
In a world where customer expectations are constantly evolving, businesses are turning to cutting-edge technologies to stay ahead. McKinsey’s recent
New Global CX Standards are set to Revolutionize Customer Experience
In a groundbreaking move, Bain & Company, Kantar, and Qualtrics have joined forces to establish the first-ever global Customer Experience
Unlocking the Power of Customer Journey Mapping
In today’s fast-paced digital world, understanding your customers’ journey is more crucial than ever. A well-designed customer journey map can
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