Blogs

The fifth edition of Salesforce’s State of the Connected Customer report indicates that 90% of buyers say the experience provided by a company matter as much as products or services.

At the heart of your business, where everything gets its shape, rise, and downfall - is customer sentiment. Customers today are very expressive and keep sharing their feelings about the businesses they deal with and the products they use. Whether positive or negative, these customers don't hold.

A September 2021 Statista survey among marketing professionals worldwide reveals that 60% of respondents said they used customer data the majority of the time when making decisions.

"In my experience, siloed operations are a challenge. Departments that are not interconnected and not all centered on the customer will disrupt the customer experience”, says Katie Lukas VP, Customer Experience & Consumer Insights, Cronin.

It’s delightful that our CX community has a day to celebrate. Every year on the 4th of October, we celebrate CX day with a unique theme.... “CX Drives Success!”...

“You can’t transform something you don’t understand. If you don’t know and understand what the current state of the customer experience is, how can you possibly design the desired future state?” says Annette Franz , founder and Chief Experience Officer of CX Journey Inc.

In a world where you come across new brands every other day, your brand needs to stand out. How to make it possible? Well, there are different dimensions to it

“One of the key challenges faced by businesses when trying to understand the customer experience is lack of data. Data is a key component of CX and helps us truly understand the experience. Technology can play a big part in supporting businesses to track the experience, however, ensuring the team using it can analyze it correctly and really decipher what it means is crucial” says Lauren Harding Head Of Customer Experience, Spring. 

“There are so many different paths that make up the consumer journey, that it's difficult to capture all of them. Mobile, social, Digital, In-store, etc.