Customer Journey

Let’s get phygital: Customer experience (CX) in an omnichannel universe

Ten ways to connect with customers in an omnichannel universe Customers aren’t connecting with businesses the way they did even a year or two ago. It’s difficult to overstate... ...Read more

The new customer experience (CX) toolbox

6 research toolsets for building a better customer connection Delivering a “good” customer experience (CX) that is beneficial to both the customer and the company behind the brand may... ...Read more

How to ask your boss for a million bucks

As more and more interactions become completely screen-based—including customer self-service and customer support—your customer’s digital experience is becoming inextricably linked with their overall perception of your business. And you know those... ...Read more

The Unique Challenges of B2B CX

B2B CX presents unique challenges  While Voice of the Customer, Journey Mapping and other key techniques used by Customer Experience professionals can be equally useful in both Business to... ...Read more

The State of Phygital CX Today and How to Stay Ahead of the Curve

The intersection of digital and physical cx seemed novel just a few years ago. Today, phygital CX interactions are less about novelty and more about meeting customers’ baseline expectations... ...Read more

CXPA Webinar Recap: CX Key Themes and Trends

Alongside many organizations, our company celebrated CX Day on October 6. We had cake, talked about our innovations in the field and client success stories, and congratulated our very... ...Read more

Home Away From Home: Customer Experience in Hospitality

Customer Experience is top-of-mind for executives in many industries today.  In the increasingly competitive hospitality industry, where the guest’s experience is front and center, improving and innovating CX is... ...Read more

Getting The Most From Mobile: Designing Your Best Mobile Customer Experience

As mobile becomes the common denominator guiding, informing, and influencing the customer through their journey, the opportunity to increase ROI through mobile is growing exponentially. Yet a great mobile customer... ...Read more

Keeping Your Customer Journey Relevant in the Face of Change

Earlier this year, Forrester Research, a leading advocate of the customer experience (CX) movement, reported that only 25% of CX professionals say their customer experience programs improve the customer’s experience1. Similar... ...Read more

Aligning Around a Shared Vision That Puts Families First

Deciding where and how your child will be cared for is a conscious, emotionally weighted choice that families make every day. The decision can be validated—or revoked—at any time,... ...Read more