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Most customer experience professionals agree that customer feedback can lead to more streamlined processes and improved CX. But how that data is analyzed and acted upon can either help or hurt a company. Customer feedback misconceptions can be detrimental to...

Whether it’s curling up with a good book or going to the local cinema for a film, as humans we are wired to connect with stories. In fact, research has found that storytelling activates not only the language processing part...

The customer experience (CX) has been around as long as there’s been a customer. CX is derived from the feelings your customer has when engaging with your product and service. However, it hasn’t been until more recently (the past decade...

For the better part of the last decade, most of the best artificial intelligence (AI) was built on the back of natural language processing (NLP). While many people perceive AI to be something of a future technology, the truth is...

For many companies, one common assumption is that the burden of the customer experience falls solely on the customer service representative. While they are the ones most likely directly interfacing with the customer, the truth of the matter is that...

One of the most iconic stories of customer experience marketing comes in the form of a tale about a stuffed animal named Joshie the Giraffe. A family was on vacation, staying at the Ritz-Carlton on Amelia Island, Florida. At the end...

With companies striving to stay one step ahead of their competition, the customer has become more valuable than ever before. Companies are moving towards more customer-centric models while trying to define exactly what the term means. While the concept is nothing...