Blog: CX Innovation

This is part of a series on defining value in a post-Covid world. Check out the original post by my colleague, Paul Ignasinski. A few months ago, after my son wrecked our family car, I set out to...

Retail has been altered in ways large and small since the COVID-19 pandemic began 16 months ago. Businesses had to quickly adapt and find new ways to connect to their customers while maintaining...

Customer experiences have transformed seemingly overnight, with enhanced digital tools and technology, work-from-home operations, and empowered customers. These changes, while led by private...

Customer experience is fluid. Social factors, environments, and technology shape people’s expectations and the interactions they expect from the brands they shop with. As a part of the CX Pod’s...

For the first time in history, there are 5 distinct generations currently in the workplace. People in their 70s mingle with those just old enough to buy lottery tickets. From fresh-faced digital...

Last Christmas, my son Emerson received his first drone as a gift from his grandparents. He was so excited and couldn’t wait to get out and use it - but unfortunately, despite many attempts,...

Propelled by the pandemic, retailers transformed their services, products, and customer experience at breakneck speed. More changes are ahead as consumers emerge, ready to spend with high CX...

This guest article first appeared on Route Fifty When the COVID-19 pandemic hit, government agencies and organizations were forced to quickly innovate to meet a sudden rise in citizen inquiries and...

In today’s uncertain economic environment, customer experience and customer service have become critical topics. But while these terms are often used interchangeably, there are crucial...

Among the many impacts the COVID-19 pandemic has had on government, one of the biggest has been the onslaught of calls, inquiries and requests for information swarming government agencies - unlike...