Blogs

"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.

You can tell as a customer when a business goes above and beyond for you because it feels different!... I loved to see how Calendly applied customer-centric practices when it was needed the most. It basically tries to address the hassle of arranging meetings and appointments, a problem that plagues many businesses. Businesses may easily plan any form of meeting or appointment thanks to the user-friendly UI. Due to remote working throughout the epidemic, Calendly experienced tremendous growth.

Ford launched Ford Smart Mobility LLC in 2016 with the aim to develop digitally enabled cars with improved mobility and emerge as a leader in connectivity, mobility, autonomous vehicles, the customer experience , and data and analytics.