By Topic: Customer Experience

Even after all these years, organizations still lack a consistent focus on improving employee experiences and engagement. Given that this is directly tied to customer experiences, it should be a no brainer... View More

For the past several years, we dedicate our publication's Fall issue to the topic of information management. This is because we understand that information is a critical asset in delivering intelligent,... View More

Caught in the wake of customer experience (CX) giants like Amazon, Zappos, and Apple, companies in every industry, including heavily regulated ones, are recognizing that CX is becoming a more important... View More

Recent research by Forrester examined the impact that clear communications had on customer experience (CX) scores for organizations in a number of industries. It may come as no surprise that the results... View More

Successful companies have a customer-centric view, providing a rich experience at every interaction. However, a lot of organizations fail to deliver an excellent, consistent customer experience (CX) because... View More

This past week, customer communications management (CCM) powerhouse GMC Software announced its integration into a new division of parent company Neopost, operating under the name of Quadient... View More

Adobe (NASD "ADBE") and Microsoft Corp. (Nasdaq "MSFT") recently delivered their first set of joint solutions to help enterprises transform their customer experience with Adobe Experience Cloud, Microsoft... View More

What’s in your password? Well, pretty soon, it might be your face. Passwords have always been a problem. They are necessary for account security but difficult to remember. Making matters worse, every... View More

If you regularly follow our publication, then you know we’ve been covering the dynamic shifts within the customer communications management (CCM) market. More often than not, the conversation... View More

Over the past year, I’ve been lucky enough to be invited to several leadership discussions about customer experience (CX) programs at some major banks, insurers, and service providers. Once a CX... View More

In light of the recent focus on customer experience (CX) and customer journey mapping, enterprise leaders in sales and marketing have to refocus their strategies around multiple customer journeys and across... View More

X2Engine Inc, a global provider of open source enterprise Customer Relationship Management (CRM) software, marketing and cloud services, announces the release of X2CRM version 6.9 of its enterprise CRM... View More

There are many ways to observe and record customer journeys—some are right, and some are ultimately incorrect. There is a place for both data and passion in any successful customer journey mapping... View More

The plague of locusts, partisan bickering, and customer communications management (CCM): Do you see a link? Maybe not at first, but after being in the industry for as long as I have, I sure do. Each cause... View More

Experts anticipate the amount of data collected globally to break the 40-zettabyte mark by the year 2020 at the latest. That is about five times the number of grains of sand on the planet—an impressive... View More

Seventy-two percent of customer service (CX) professionals say their programs are not very successful. To help increase success rates, drive CX change and improve business performance across the enterprise,... View More

Today, there is a growing expectation for almost all workflow tasks to be digitized in some way. It feels jarring to many customers when they are required to use paper-based processes, make an in-person... View More

For the past 24 years, this publication has cultivated an editorial platform based on a simple mission: We focus on the overall strategy, not just a part of the process. While simple in its brevity, we... View More

As a customer-centric business, decisions should always be made based on the benefits for customers. This requires a precise understanding of the customer experience at various interaction touchpoints... View More

Earlier in the year, I wrote about the top communication trends for 2017. It might seem early to be thinking about 2018, but talking about next year's trends gives us a chance to take control of our future.... View More