Blog: CX Innovation

At Forrester’s CX NYC 2019 conference, the message was clear: customer experience has a hit a wall. The failure to understand what customers really want and deliver value has led to...

It’s easy to fall in love with data. Data, metrics, and analytics settle arguments; they inform decisions, predict the future, and add relevancy. It’s why companies rely on metrics such...

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...

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...

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 ...

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:...

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...

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...

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...

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...