Why Your Customer Journey Map is Obsolete: Embracing the Reality of Non-Linear Customer Experiences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 […]
strategy
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
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?
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
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