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...
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 ...
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...
When I began my career more than ten years ago, I used to think a successful project was deploying good code or executing all of the business requirements, but experience has since taught me that success is directly related to delivering the best possible customer service. Don’t get me wrong, writing good quality code and meeting business requirements are (and always should be) a priority, but delivering the best work with a poor experience to customers will unlikely have them calling for future opportunities.
I remember receiving training my first job at a Supermarket. We were...
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