What Is a Customer Experience Strategy?
Nicolle Paradise Senior Director of Customer Experience ADP James Dodkins Founder and Customer Experience Rockstar Rockstar...
The True Measure of Customer Experience Comes from the Customer
The future of Customer Experience is ambient. As an organisation, the thinking culture must be: How do we make our customers lives easier and easier each day? How do we measure and assess the experience our customer has in order to understand if we are easy to do...
Beyond Chatbots
Henry Ford was a late-bloomer – he only started his rounds of innovation and visioning the future of gasoline-powered vehicles when he was 33, a decade behind Edison who gained major traction in so many of his defining pursuits at 22. Yet one morning, Ford...
Customer Feedback Has Changed, Are You Ready to Listen?
It’s hard to say exactly when or how it happened, but the phrase “Voice of the Customer” (VoC) has become nearly synonymous with the process of issuing surveys. When we consider today’s customer, and the methods by which they exercise their voice, this is a major...