Customer Experience

The Digital Customer Journey: Mapping Stages, Benefits, and Strategies

A customer digital journey covers the connected online touchpoints a customer experiences, from...

Gordon Polovin

March 17, 2025 | 12 MIN READ

Customer Experience

Technology

Automated Quality Management: How to Improve Customer Satisfaction With AQM

Ever wonder how pearl divers manage to find those few precious gems in the vast ocean? Those wh...

Kashyap Vyas

February 3, 2025 | 11 MIN READ

Customer Experience

The Ultimate Framework for Customer Experience Management: A Comprehensive Guide

As customers, we all want better experiences. As businesses, we want to provide those experienc...

Gordon Polovin

October 1, 2024 | 18 MIN READ

Customer Experience

Buyer Journey vs. Customer Journey: Key Differences and Why They Matter

Let's face it: Your prospective customers don't just wake up one day and suddenly decide to buy...

Kashyap Vyas

September 11, 2024 | 14 MIN READ

Customer Experience

Travel and Hospitality

Mapping The Guest Journey: How CX Leaders Track and Manage Metrics

When you picture a CX expert in the hospitality industry, maybe you imagine a helpful concierge...

Ruma Malia

September 11, 2024 | 8 MIN READ

Customer Experience

Digital Experience Analytics: A Complete Guide

In a world where experience is king, every interaction matters. From in-person shopping in bric...

Gordon Polovin

September 11, 2024 | 13 MIN READ

Customer Experience

Survey Types

How to Improve NPS: 10 Tips That Can Make All the Difference

It's Friday afternoon, but Jayne is not feeling the Friday vibes. Instead, she's feeling dread:...

Gordon Polovin

April 25, 2024 | 10 MIN READ

Customer Experience

Consistency in Customer Experience: Building Trust Over Time

Making a good first impression on your customer and taking that first step to build trust is ea...

Cherie Foo

February 27, 2024 | 9 MIN READ

Consulting

Customer Experience

AI and Tech in Consulting: Transforming CX

Looking ahead always makes us reflect on the past, and consultant Cathy is heading into the new...

Ruma Malia

December 22, 2023 | 6 MIN READ

Customer Experience

Unleashing the Power of Customer-Centric Strategies

Things just aren’t what they used to be. Change itself isn't a bad thing, but the new digi...

LeTeisha Newton

December 11, 2023 | 6 MIN READ