Customer Experience

Retail is in the middle of a bankruptcy epidemic. Year-to-date retail closures in the U.S. have already exceeded the entirety of 2018 and industry stalwarts aren’t immune. More than... Read more

We’re excited to announce today that Lenati, now Concentrix Catalyst, has been named a leader by Forrester Research Inc. in The Forrester Wave™: Loyalty Service Providers, Q3 2019 report.... Read more

While there are many theories as to why some loyalty programs succeed while others either fail or run on autopilot without generating ongoing customer engagement, the science behind habitual... Read more

With an influx of data into retailers’ environments—from e-commerce, social media, in-store data and supply chain technology, to name a few new sources—structuring how to interpret that data and... Read more

Modernizing sales, service, and marketing technology have become a key goal of field service-based businesses such as HVAC, lighting, janitorial, pest management, and similar companies.  Many of these types... Read more

More often than we see good examples of personalization, we see the bad. There are countless examples across social media of customers experiencing companies missing the point when it... Read more

Customer journey mapping is a tool that has taken the business world by storm—helping companies build an understanding of their customer’s experience and develop better connections between people and brands.... Read more

We’ve long heard how customer experience (CX) leads to increased shareholder value. Over the past several years Forrester Research has invested in The Age of the Customer and states... Read more

As we head into the new year, we’d like to share with you some of our favorite ways in which you can better meet the needs of your customers.... Read more

This is the first in our series on Emotion Design in CX. Read the 2nd, 3rd, and 4th in this series next. Designing for emotion is becoming an increasingly important... Read more