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Author: Jeffrey Mack

It's been roughly four months since we launched our hypothetical CX Fund, a portfolio of stocks from 10 companies we felt were delivering a best-in-class customer experience. Our thesis was that in today's market where customers often value experience over price, companies that offered a great customer experience should hold an advantage over those that did not and, thus, have better business results. As we discussed in our previous post on the fund, narrowing our portfolio down...

  While every industry faces customer experience challenges, not many face the unique obstacles found in Financial Services. In our latest episode of Movers & Shakers, Teron Douglas of Bank of America sits down to discuss how innovation and a new way of thinking have led to interesting breakthroughs in delivering a better customer experience. Traditionally, Financial Services is an industry mired in heavy regulation and antiquated thinking. But, recent developments in the space and disruption by smaller, more...

As Fintech and Insurtech companies disrupt traditional financial services providers with a laser focus on their consumers and a rising millennial consumer base demanding personalized service, businesses will continue to innovate into the next year and beyond. Here are a few predictions on where we see customer experience moving in 2017. 1. Customer experience will make the difference between successful and unsuccessful companies. The customer journey is increasingly defined by customer experience. Forrester called the phenomenon three years...

Agencies find themselves in an interesting spot with regards to customer experience. On the one hand, they are responsible for delivering a great experience for their clients. But, on the other hand, in many cases they are responsible for delivering a great experience for their clients’ customers. In this episode of Movers & Shakers, we speak to Noah Weiner, the VP of Client Strategy at Be Found Online about the importance of customer advocacy. We also...

  Customer service doesn't need to be a dirty word. In our most recent episode of Movers & Shakers, we chat with Nina Alexander-Hurst, the Vice President of Customer Service & SWAT at BaubleBar about rethinking the way that companies provide service to their customers. We'll also go in-depth to learn just how Nina went about transforming customer service from a cost center to a revenue generator through the creation of BaubleBar's revolutionary SWAT program....

A slice of NPS, Customer Effort, Journeys and Contact Channels Customer Experience can be a voyage through a fog for many companies today. It's unclear who is in charge of it: Is it Marketing? Is it Customer Service? Should it come from the top? Should there be a department that is dedicated to it? It's unclear what technology serves it: Is it part of my CRM? Do I need a web survey? What about telephony and web engagement? Emails? It's...

In this episode of Movers & Shakers, our CEO, Dan Michaeli, speaks to Karl Haller, a leader at IBM’s Retail & Consumer Products Center of Competence and former SVP of Brand Strategy and Customer Engagement at Brooks Brothers. The conversation delves into the importance of leveraging data to inform the customer experience and the value it can have in arming your front-line employees. Karl also talks about measuring the customer experience and the tangible impact that delivering a positive...

As a growing number of businesses begin competing more on Customer Experience and less on price, we expect to see a shift in the mindset of companies. Whereas in the past, Customer Experience might have been the responsibility of a single person or department, we fully expect to see responsibility spread and take hold across the entire organization. This seismic shift means that there will soon be more individuals involved in influencing the Customer Experience than ever...

A few days ago, Geoff Teehan, Product Design Director at Facebook, posted an update on the UX Fund experiment he and his former company (Teehan+Lax) conducted 10 years ago. For those of you unfamiliar with the UX Fund, it was essentially a stock portfolio comprised of the 10 publicly traded companies that embodied user experience (specifically on the design side) above all else. The experiment consisted of buying $5,000 in stock for each of the 10 companies,...

This post is a special guest post written by Rich Shugg, Senior Director at AutoBytel. Wikipedia defines revolution (from the Latin word revolutio which means “turn around”) as a fundamental change in political power or organizational structures that takes place in a relatively short period of time when the population rises up in revolt against the current authorities.   And Aristotle described two types of political revolution – the first being a complete change from one constitution to another and the second...