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Customer Experience

User experience (UX) and customer experience (CX) have overlapping traits but completely different end goals. With that in mind, it’s no wonder people often confuse the two terms and misunderstand how to utilize them within their company’s product framework. In a technology centered business arena, understanding the fundamental differences between UX and CX is vital. Once you’ve got the basics of both UX and CX down, creating effective processes for your company then becomes easier to...

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...

Customer experience. You’ve probably heard the term, but what does it really mean? In Movers & Shakers, our podcast on customer experience, we always ask our guests to define the term. While each definition is different, there’s always a common thread, which we expected due to our notion that the idea of customer experience is inherently ingrained in...

With the speed at which technology is moving, companies are finding themselves armed with more data and possible touch points than ever before. It can be challenging to keep up with the latest trends in customer experience, yet not doing so can result in losing prospects to competitors who are more informed on new experience channels and how they work to enhance the customer journey. On our Movers & Shakers podcast, we like to ask our guests,...

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...

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...

Over the last decade, the role of Chief Marketing Officer has rapidly evolved. New technologies allow for better personalization, which 86 percent of consumers say play a role in their decisions to buy. Traditional marketing approaches—like “spray and pray” tactics where marketers create messages and simply hope their customers will respond—no longer work. Company leadership has taken notice. According to Gartner, a CEOs’ No. 1 priority for CMOs today is to lead customer experience at their...

Remember the movie Back to the Future II? Filmmakers created a landscape of what they thought the world would look like 30 years into the future. They got some things wrong (they were only a year off on their Cubs world series win prediction) and there were other things they got just right. In one scene, Marty McFly talks to his boss on a two-way video chat interface. While the filmmakers correctly predicted that video chat...