By Josh Reynolds, Senior Director of Product and Partner Engagement - Worldwide Customer Experience, Electronic Arts | Nov 6, 2019 | CX Blog
Years ago, I started conversations with one of our product design teams. I asked about how they could make their product better by solving issues our customer experience (CX) group found. In response, I was asked to justify why they should build features to help CX...
By Steve Riddell, Head of Customer Experience, Better.com | Nov 1, 2019 | CX Blog
Defining the customer experience is the single fastest way to grow a business. But how do we define the customer experience? We know when we receive an outstanding customer experience, but it’s difficult to describe. Unfortunately, many big brands and businesses are...
By Frost & Sullivan | Nov 1, 2019 | CX Blog
Among professional circles, terms like “company culture” and “engagement” often get thrown around without much regard to what they actually mean for the organizations they represent. What’s more troubling is that when in pursuit of improving these vague terms,...
By admin | Nov 1, 2019 | CX Blog
Many organizations go through journey mapping exercises, but few come out of these exercises with journey maps that guide next steps and execution. The recent Growth Innovation and Leadership: A Frost & Sullivan Executive MindXchange, included an interactive...
By Kathy O' Mahony, Personal Market Manager, Direct Banking, AIB | Nov 1, 2019 | CC, CCE, CCS, CCW, CX Blog
Kathy O’Mahony, Homes Direct Manager, AIB, recently presented a Virtual Executive Assembly (VEA) on Effortless Customer Experience to select members of the Customer Engagement Leadership Council, Europe. The Council is the world’s foremost member-driven, global...
By Scott Merritt, Vice President, Global Head of Automation, Jacada | Sep 17, 2019 | CC, CCE, CCS, CCW, CX Blog
Recently, Head of Automation Scott Merritt sat down with the TechTalk team and discussed the ways in which organizations seek to benefit from customer service automation. Most of us think of automation as the software that enables us to request an Uber on our mobile...
