Customer Experience

Customer experience (CX) has taken the world by storm. Not only have we witnessed the CX industry develop and grow, many private and public...

Human emotions are a tricky business. Researchers have been trying to understand and interpret emotions since Charles Darwin first theorized that human facial expressions...

If her life had followed an expected path, Annette Franz would have spent the past 27 years pursuing a career in veterinary medicine. But...

My first taste of customer experience (or what we referred to at the time as customer service) was in a bar. I was behind...

Do you ever stop to think about why a particular individual stands out in his or her profession? Many might point to qualities like...

Consider this scenario: “Lisa” has landed a new role leading a customer experience (CX) program. As a first-time CX practitioner, Lisa decides that her...

Customer experience (CX) is the new marketing battlefront.” These are not the words of me, Stephen Pappas. That’s Gartner talking. That’s right—the research and...

Everyone is talking about it—promising it, claiming it and marketing it. But what is the customer experience really? Is it a mystery, a myth,...

Across industries, research reports are predicting that businesses can expect more change in the next five years than in the last 50. That certainly...

It has been almost 15 years since Bain & Company delivered its jaw-dropping statistic on the customer experience delivery gap. The firm’s research showed...

Let me start by once again offering a real-world experience, such as the one I described in my April 2019 column, CX Pundits vs....

Customers are tired of being treated like numbers. They’re aware of how much of their information and feedback is being collected, and now consumers...