What Brands Should Do to Design More Inclusive Experiences
The road to more inclusive experiences is rarely straightforward, which is why it’s imperative for organizations to consider as many...
Loyalty Marketing Programs: How CX Insights Can Inform Incentives
It’s easy to confuse loyalty marketing programs with customer experience (CX) programs; both seek to drive positive customer relationships and...
Reducing Customer Churn: Do You Need Prediction, Interpretation, or Both?
Customer behaviour prediction—including customer churn prediction—is at the top of our clients’ agenda—and for good reason. Who doesn’t want to...
Luxury Retail: Three Elements to Closing the Physical and Digital Experience Gap
Black Friday is right around the corner and you know what that means. Shopping, shopping, and more shopping! But not...
What the Supply Chain Crisis Means for Your Customer Experience
The ongoing global supply chain woes have created massive headaches for both customers and the brands that serve them. One...
You Ask, We Tell: How Do I Increase Survey Response Rates? Should I Shorten My Survey?
I’ve been looking back over my 20+ years of various research consulting roles and during that time, I’ve continuously fielded...
Three Elements That Make Traditional Market Research Inadequate for Experience Improvement
What do you think of when you hear the term “market research”? For many brands, it brings to mind putting...
What Is the First Step in a Customer Experience Transformation Roadmap?
Whether your program is just getting started or has stagnated over the years, this post is for you! Every brand—across...
Three Steps to Align Your CX Program Goals with Business Initiatives
Has your customer experience (CX) program matured or just begun? Or is it somewhere in the middle? No matter where...
4 Reads That Will Help You Prove CX ROI
At the end of the day, investing in customer experience (CX) is about more than just the score. Sure, it’s...
Who Owns Your CX Program? (Hint: It’s Everyone)
In my last post, we discussed the difference between interactions, engagement, and customer experience. Now, I’d like to dive deeper...
3 Elements to Consider When Selling CX to Your Boardroom
Getting your C-suite onboard with customer experience (CX) programs can be a real challenge. If you’re reading this, chances are...
