CX

Finding your CX North Star With 75% of CX initiatives seeking to accelerate digital transformation, CX can no longer be a siloed effort. The need to elevate perspectives to... Read more

Many businesses are working to foster a better experience for their customers. With customer experience being a new area of focus for many, we have found that businesses are... Read more

Finding your CX north star Customer experience (CX) leaders face enormous uncertainty as we recalibrate post-COVID. With 75% of CX initiatives seeking to accelerate digital transformation, CX efforts need... Read more

In light of recent mass layoffs—namely, Disney theme parks, Carnival Cruise Line and MGM Resorts—one might assume the guest experience should take a backseat to financial imperatives. But in... 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

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

In parts 1 and 2 of this blog series, we discussed how to develop a VoC strategy and build the business case for adopting a technology platform. In this... Read more

VoC programs add a customer-centric lens to product and service development and uncover new business opportunities. VoC technology solutions, commonly referred to as customer feedback management (CFM) platforms, offer... Read more

Most companies don’t have a robust voice of the customer (VoC) program. Only 42% use technology to support a VoC program, which means they either don’t have a program... Read more

We believe API productization is a critical component in realizing value from your API investments. Productization starts as a mindset yet quickly evolves into both a design strategy and... Read more