Blog: CX Innovation
Recent Posts
It’s unquestionable that brand loyalty has suffered at a time when consumers have a multitude of product choices—but it’s hardly dead. A recent study by the research firm Brand...
It’s an incredibly disruptive time for the automotive sector. Right now, digital adoption, ride-sharing apps, and environmental concerns are just a few factors that are reshaping a century...
Increasingly, customers expect personalized experiences as a standard of service. But as consumers, we all know that the quality of personalized experiences is not equal. As customer expectations...
This decade was shaped by remarkable change. Hypergrowths made buying toothbrushes hip, legacy brands took to Instagram, and the savvy consumer dominated the way we do business. Next year will be...
Who were the customer experience leaders in 2010? How has the CX landscape changed since then? As businesses enter a new decade, it’s worth reflecting on how the customer experience—and...
This blog was excerpted from a recent issue of the Customer Strategist Journal. Subscribe today to get the next issue, delivered in January. For most companies, prioritizing the customer experience...
On Nov. 12th Disney Plus entered the streaming world and effectively started the Streaming Wars. Amassing 10 million users on day one and possibly matching Netflix’s 60 million in the future,...
As customer service shifts toward automation and self service, new research from Forrester paints a picture of what the future contact center will look like. The call center as we know it is being...
This blog was excerpted from the upcoming Winter 2020 issue of the Customer Strategist Journal. Subscribe today to get the whole story, delivered in January. Messaging platforms like SMS, Facebook...
The future of customer service rests on an organization’s ability to recognize and meet customers where they are. Incite Group’s 9th Annual Customer Service Summit in Brooklyn focused...