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Blog: CX Innovation

Recent Posts

Don’t Fix it if it isn’t Broke: 10 Reasons this Phrase is Holding Your CX Back

We’ve all heard the saying. We’ve all used the saying. Sometimes it’s a fact of conducting business that—if a workflow or technology doesn’t need immediate replacement...

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Fraud Attacks are Rising. Here’s How to Proactively Fight Back

We live in a digital world but as consumers and brands embrace the ease, convenience, speed and other perks of going digital, we are increasingly susceptible to its dark side: fraud. The enthusiasm...

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Up Next on McDonald’s Menu: Personalization Innovation

The question, do you want fries with that, may soon be replaced with a more personalized question. McDonald’s recently acquired Dynamic Yield, an Israeli tech personalization company, for ...

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Master CX and VOC Insights, Win the Experience Economy

We live in an experience economy where information gathering, sharing, and product consumption is possible 24/7. In today’s fast-paced world, social interactions in particular happen quickly:...

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Differentiate Your CX with Emotional Connections

We’re experiencing an explosion of choices. The digitalization of industries allows consumers to source nearly anything they want from anywhere in the world. And this has led to the...

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Innovation in Retail: Brands get Experiential

The so-called “retail apocalypse” wasn’t the doomsday that many foretold, but the aftershock is still being felt. In 2019, year-to-date, 5,399 U.S. retail stores have closed while...

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If Your CX Strategy doesn’t include Employee Performance, You’re Doing it Wrong

Investing in the customer experience while neglecting one’s employees is like building a house with a grand exterior that lacks inside plumbing, heating, and electricity. Sure, the house...

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Customer Experiences that Fall Flat—And How to Fix It

Savvy brands understand that excellent customer experiences are a vital part of business. Yet consumers across the globe indicate that many brands still have work to do when it comes to meeting...

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Will the Right CX Transformation Please Stand Up?

One can’t help but notice how many companies tout themselves as customer experience (CX) leaders. A performance marketing firm claims CX supremacy through their data and digital prowess. A...

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For Actionable Customer Intelligence, Try Small Data

When it comes to data, more isn’t always better. Does more data lead to better decision making? Not necessarily, according to a recent CMO Council report, Bringing a Human Voice to Customer...

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