Customer Experience

Today, people have a network of social channels at their fingertips, making it easy for them to spread the word about their best and worst experiences with a brand. And this online customer feedback is easily available to see at a multitude of social and review sites. Social reviews drive

Today, people have a network of social channels at their fingertips, making it easy for them to spread the word about their best and worst experiences with a brand. And this online customer feedback is easily available to see at a multitude of social and review sites. Social reviews drive

Few decades in history have brought more change to retail shopping than the last 10 years. A few years ago, many feared the retail apocalypse would ruin the industry- claiming retail to be dead. Luckily, the landslide of large chain retailers forced to close their brick-and-mortar stores over the past

Few decades in history have brought more change to retail shopping than the last 10 years. A few years ago, many feared the retail apocalypse would ruin the industry- claiming retail to be dead. Luckily, the landslide of large chain retailers forced to close their brick-and-mortar stores over the past

As another holiday shopping season fades into their rearview mirrors, successful retailers recognize how crucial it is to maintain momentum going into the new year. And from a CX perspective, the single biggest post-holiday momentum-killer is customer fatigue. In the weeks leading up to the holidays, consumers spend much of

As another holiday shopping season fades into their rearview mirrors, successful retailers recognize how crucial it is to maintain momentum going into the new year. And from a CX perspective, the single biggest post-holiday momentum-killer is customer fatigue. In the weeks leading up to the holidays, consumers spend much of

Customer Experience management is the new goldmine for companies looking to transform their businesses. Today’s new norm is about delivering stellar employee and customer experiences that drive new levels of loyalty and revenue like never before. And industry events including customer and employee experience conferences are a great place for

Customer Experience management is the new goldmine for companies looking to transform their businesses. Today’s new norm is about delivering stellar employee and customer experiences that drive new levels of loyalty and revenue like never before. And industry events including customer and employee experience conferences are a great place for

Dreamforce Session 2019  – Katie Lechner and Aaron Dizack It was a pretty packed room at Dreamforce where Katie Lechner and Aaron Dizack from Gap shared their 5 steps to customer experience success on stage. Not only did we hear about how Katie’s passion for sailing and Aaron’s passion for

Dreamforce Session 2019  – Katie Lechner and Aaron Dizack It was a pretty packed room at Dreamforce where Katie Lechner and Aaron Dizack from Gap shared their 5 steps to customer experience success on stage. Not only did we hear about how Katie’s passion for sailing and Aaron’s passion for

To say that government underperforms in terms of CX is to state the obvious. Complaints about lines at the DMV, frustration when dealing with the IRS, and misperception of needs by federal insurers are all commonplace. Despite its mandate to serve the people, government is the bottom-performing industry when it

To say that government underperforms in terms of CX is to state the obvious. Complaints about lines at the DMV, frustration when dealing with the IRS, and misperception of needs by federal insurers are all commonplace. Despite its mandate to serve the people, government is the bottom-performing industry when it

As a solutions expert for healthcare at Medallia, I get to talk with customers in the industry on a daily basis. Here are my perspectives on the recent webinar featuring Atrium Health and on experience management in the healthcare industry overall.  Healthcare is where innovation, legacy practices, and regulation collide.

As a solutions expert for healthcare at Medallia, I get to talk with customers in the industry on a daily basis. Here are my perspectives on the recent webinar featuring Atrium Health and on experience management in the healthcare industry overall.  Healthcare is where innovation, legacy practices, and regulation collide.

CX strategies designed to maximize customer value have led to significant spending on digital transformation initiatives over the last 20 years. While digitization has revolutionized the way customers interact with businesses, improving ease and reducing operating costs, digital interactions aren’t a panacea for CX challenges. It’s important to strike the

CX strategies designed to maximize customer value have led to significant spending on digital transformation initiatives over the last 20 years. While digitization has revolutionized the way customers interact with businesses, improving ease and reducing operating costs, digital interactions aren’t a panacea for CX challenges. It’s important to strike the

Patients are flooded with new options for where they seek care and to whom they refer their friends. Competition is literally on every corner – Walgreens, CVS, a new pop-up Urgent Care. Why navigate a broken system when they could just pack up and move on? The truth is, despite

Patients are flooded with new options for where they seek care and to whom they refer their friends. Competition is literally on every corner – Walgreens, CVS, a new pop-up Urgent Care. Why navigate a broken system when they could just pack up and move on? The truth is, despite

For Business-to-Business (B2B) companies, meeting customer expectations – let alone exceeding them – is a tall order. Like their consumer counterparts, B2B customers want high-quality products and services; efficient customer service; easily digestible online information; and troubleshooting help on demand – all available through their preferred channels. Yet most B2B

For Business-to-Business (B2B) companies, meeting customer expectations – let alone exceeding them – is a tall order. Like their consumer counterparts, B2B customers want high-quality products and services; efficient customer service; easily digestible online information; and troubleshooting help on demand – all available through their preferred channels. Yet most B2B