Why Your Customer Journey Map is Obsolete: Embracing the Reality of Non-Linear Customer Experiences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 […]
digital
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
How Gaming and Loyalty Can Combine to Make a Memorable Customer Experience
Did you know that while 79% of consumers agree loyalty programs make them more likely to continue doing business with
Mastering Strategic Agility: Innovating Through Uncertainty in 2024
In today’s volatile business landscape, strategic agility isn’t just an advantage—it’s a necessity. As we navigate through 2024, businesses face
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
Beyond Net Promoter Score: The Rise of Predictive Loyalty Metrics in the Age of Big Data
In today’s hyper-competitive business landscape, customer loyalty is more crucial than ever. For decades, companies have relied on metrics like
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.
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
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