VOICE OF EXPERTS The 5 Rules of Measuring & Managing Customer Emotions When I was in corporate life, my boss asked me to improve the Customer Experience and do it for the least cost. I remember thinking, “Ok. Sure, but….what is a Customer Experience?” Nobody knew back then. I defined Read more…
VOICE OF EXPERTS 12 Big CX Ideas From Do B2B Better Jim Tincher, CCXP, is a nationally recognized customer experience expert, journey mapper, author, and speaker. His innovative CX consultancy, Heart of the Customer, helps companies of all sizes drive customer-focused change to improve loyalty and boost revenue, and his Read more…
VOICE OF EXPERTS The One Problem we Need to Solve Maurice FitzGerald, is VP Customer Experience HP and HPE Software (rtd.) author, founder Maurice FitzGerald Consulting, Editor in Chief – Content – OCX Cognition Inc. Maurice is the author of Net Promoter – Implement the System, and two other books Read more…
VOICE OF EXPERTS Being Responsive To Customers Is The Secret To Loyalty Dan Gingiss is an international keynote speaker who believes that a remarkable customer experience can be your best marketing. Are you being responsive to customers? If not, you are risking long-term customer loyalty. In my book, The Experience Maker: Read more…
Improving the CX of Your Business We love our customers, and we want them to stay loyal to our brand. But CX is no longer just about the “softer” side of doing business. It is well-established that an improved CX can lead to an increase in revenue by 10-15% and lower operational costs by 15-20%.1 Read more…
What Does It Take to Run a Comprehensive CX Program for Your Business? Customer experience is keeping the customer at the centre of every decision that you take. It is the total of what someone perceives about your brand and the type of keywords they associate with you. This definition Read more…
Using Customer Experience to Drive Brand Loyalty With increased expectations and ease of shopping, consumers are now willing to walk away from a brand that is not delivering the experience they want or need. Research shows that 80% of consumers have ditched brands because of dissatisfaction with customer experience. 80% Read more…
CX in EdTech As a response to the pandemic, restrictions and health advisories, the traditional mode of receiving and imparting education has seen a massive shift. Not only have governments, schools, teachers and students become open to this shift in pedagogy, but also the Indian edtech industry has seen a Read more…
Modernising CX in the Real Estate Industry The real estate industry has seen significant shifts, with interest in purchasing properties on a steady rise since early 2021, a trend that continues robustly into 2025. Historically, rental properties often seemed like the more appealing option due to lower acquisition costs. However, Read more…
Is empathy a part of your CX programme? A few years ago, if someone had told you that you’d be buying groceries online, and remote work would be the new normal, you’d have gotten a few raised eyebrows – and maybe some laughter. But online is what our world looks Read more…