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Don’t “just put it online”!

More and more corporate leaders are moving their business processes and customer touchpoints to digital. On the whole, that’s great: digital experiences are what customers expect, and after an initial investment, they tend to be more efficient and less costly than traditional processes. However, leaders need to consider the customer […]

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Importance of Customer Experience

The Importance of Customer Experience

We all know that customers talk about good experiences. We know they talk about bad experiences even more. (Quite a bit more!) And common sense indicates the importance of customer experience. But if you’re not convinced yet, here are some concrete reasons why you should be investing in customer experience […]

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definition of customer experience

Customer Experience Defined

When I tell people what I do for a living, many of them ask, “but what is customer experience?” So here’s a handy and quick definition: Customer Experience, or CX for short, is the sum of all interactions a customer has with your organization and the perception they have at […]

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