Customer Experience Blog
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COVID-19’s impact on consumer sentiment and behaviour
Organizations around the world are monitoring consumer behaviour to try and forecast shifts and trends that will persist well beyond the pandemic. However, it is as important (if not more important) … more
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CX during COVID-19: Five lessons learned
During COVID-19, customer experience has been more important than ever before. For many organizations, getting CX right can improve results in a new and uncertain world. Here are five … more
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The new world is customer-centric: How to close the CX gap in 2020 and beyond
The future of business is customer-centric. But most businesses are operating in the past
Enabled by a boom in technology, customer expectations are changing faster and growing more sophisticated … more
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Disruptors vs Incumbents: The Driving Force of Customer Experience Innovation
Product features and benefits once ruled the day. Success of a department store depended on what brands it stocked. Success of a network depended on what shows it broadcast.
In the age of digital, … more
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Fundamental Change Required to Improve Customer Experience
At its October meeting, the CMA’s CX Council discussed organizations that really understand customer centricity, and “naturally” drive a great customer experience. … more
