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Blog: CX Strategy & Digital Consulting

Recent Posts

The 3 Customer Journey Layers that create the most impactful CX Maps

Customer journey maps come in a variety of flavors, depending on the business problems you are solving for. Some high-level examples simply seek to define customer lifecycle and outline...

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Customer Experience Outsourcing: 5 signs you need it and 5 signs you don't

Not every company needs an outsourcing partner. As a customer experience (CX) outsourcing organization , this seems like an antithetical statement. But with a track record of having developed and...

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Top Customer Experience Trends Shaping Customer Service

The race to deliver exceptional customer experiences is as competitive as ever. Customers are challenging brands to deliver value and convenience that’s tailored to their specific needs....

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Key Customer Takeaways from Retail’s Biggest Event

The mood at this year’s National Retail Federation (NRF) “Big Show” conference in New York was upbeat and optimistic. The event was packed and the news was good—2018 retail...

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Customer Journey Maps: Which Customer Journey Framework is Right for You?

Customer experience journey mapping concepts and practices inhabit the critical space of experience design. If you are thinking about creating a customer journey map at all, you have probably come...

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Top Customer Experience Lessons From 2018…Plus Looking Ahead

In February I predicted this was going to be the year that companies would re-commit to customer centricity. AI innovation and the expanding omnichannel environment made everything more connected,...

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You Need a Customer Data Strategy to Drive Your CX Effort

Personal information is like uranium—it generates kilotons of energy, but it can also be a killer if mishandled. Just look at the recent Marriot’s Starwood data breach, which put some...

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Use AI to Make Self-Service More Human

Amazon is reportedly considering opening thousands of no-checkout Go stores by 2021. It’s not a mystery why consumers and business owners would embrace AI-powered self-serve options like...

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Omnichannel Tips from Customer Service Summit

At Incite Group’s Customer Service Summit, executives and thought leaders discussed how to deliver the best customer service in a growing omnichannel world. A big theme was how to utilize AI...

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How to Create a Plan B When CX Strategies Go Awry

Creating an exceptional customer experience is no easy feat. It requires dedication, innovative thinking, integrating massive amounts of data, and implementing cultural changes across the...

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