For many power and utility companies, achieving operational excellence has long taken precedence over the customer experience (CX). This has been a logical choice. The services power and utility companies provide are vital—so ensuring constant uptimes and managing a...
Many companies today are actively engaged gathering customer feedback. However, there is a discrepancy in the type of feedback and the utilization. IDC estimates that 20.8% of the insight collected is structured/quantitative feedback. The remaining 79.2% is...
 Business leaders know that establishing a solid customer experience (CX) foundation is essential. They may understand the core elements of a CX program—collecting and analyzing customer feedback—and feel successful after getting these baseline practices in place....
The idea that engaged employees deliver better customer experiences (CX) isn’t a new one. In fact, a classic management concept—the Service-Profit chain—clarified the links between employee satisfaction, customer loyalty, and profits more than 20 years ago. Source:...
What is the biggest challenge facing most Customer Experience (CX) practitioners and service leaders? Operationalizing their CX initiatives and engaging their teams to use the valuable customer feedback available to them. Many companies struggle to keep employees...
Today, consumers have an unprecedented number of buying options for practically any good or service. While companies still try to stand out based on features and pricing, market leaders realize that customer experience (CX) can be the biggest differentiator between...
Texting has quickly become a dominant form of communication for adults. Each day, mobile phone users send more than 20 billion SMS messages, which equates to more than 7.3 billion each year. Those are impressive statistics, but do not prove the compelling case for...
Everyone recognizes exceptional customer experiences (CX) when those encounters happen. And most people can list brands that deliver great experiences consistently. But what does it take to become a company that is synonymous with exceptional CX? There are many...
