Customer experience (CX) is defined by Gartner as “the practice of designing and reacting to customer interactions to meet or exceed customer expectations and, thus, increase customer satisfaction, loyalty and advocacy.” Unless you’ve been living under a rock, it’s a term you’re probably pretty familiar with – and it’s even expected to surpass price and product as the key brand differentiator by 2020.
Most organizations understand the importance and ROI of delivering meaningful...
While organizations (and their customers) are openly embracing digital transformation for unprecedented progress in experiences and efficiencies, cybercrime continues to play an increasingly menacing role. In 2017 alone, cybercrime cost organizations across sectors $11.7 million annually (on average), a 22.7% jump from 2016.
Among industries, financial services companies were hit hardest with damages rising to $18.28 million. This doesn’t exactly come as a...
Experience. It’s a word that’s becoming more and more ubiquitous, think: User Experience, Digital Experience, Customer Experience, and of course, Content Experience. And for good reason. It’s why for life events like birthdays or anniversaries you’ve probably recently given or received concert tickets, or a subscription box, or if you’re fancy, a trip to somewhere really exotic like Sesame Place (just me?) – instead of the more traditional jewelry or clothing or any other material token of appreciation. Experiences elicit memories that will stay with the recipient for far longer than that...
Patient expectations are outpacing experience and it's a lose-lose situation for consumers and healthcare organizations alike. Consumer-first, convenience-focused brands in other sectors like retail (Amazon) and travel (Airbnb) are continuing to raise the customer experience (CX) bar and the healthcare industry is struggling to keep up.
Regardless of sector, customers now expect all brands that they interact with to offer a seamless, meaningful omnichannel experience. ...
With the steady rise of the "age of the customer," customer experience (CX) has become the new marketing battlefront. In fact, according to a Walker study, CX will overtake price and product as the key brand differentiator by 2020.
Due to the increasing popularity of hyper-personalized, on-demand services like Lyft and Airbnb, consumers have become accustomed to and now expect seamless, high quality interactions and...
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