Our latest POV on how customer experience drives everything from concept and creative to design and technology
The old maxim rightly or wrongly goes, “What gets measured, gets managed”. When it comes to digital experiences, what needs to be measured continues to increase. Each department or team typically has its own measures – from product, tech, UX, CX, marketing, etc. – and these continue to exist across digital experiences in the hope […]
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According to a survey by our partner Quantum Metric less than 25% of customer service escalations lead to an improvement in business performance, with the rest resulting in marginal improvements at best. This translates into the digital team spending TWO months a year on items that have a negligible impact on the business. TWO MONTHS! […]
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By Diane Magers, CCXP As a discipline, Experience Management (the experiences of customers, employees, partners, brand) creates a fundamental shift in the way organizations think and work. One of those shifts is the realization that employees and customers are the ultimate source of value. Defining success for your experience discipline takes more than voice of […]
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By Asa Sherrill and Diane Magers, CCXP Changes in the market and in the expectations, behaviors, and values of consumers continue to drive a heightened sense urgency for brands. It requires a need for a concentrated experience focus when crafting a progressive, yet sustainable business strategy to respond to those changes. Experience management is how […]
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by Diane Magers, CCXP There is a fundamental shift in the way organizations need to think and work that is being driven the customer expectations. It is the realization that employees and customers are the ultimate source of value. Defining success for your experience discipline takes more than voice of customer and metrics. It requires […]
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