Customer experience (CX) is the overall perception a customer has of a business, based on their interactions with the company ...

Negative customer feedback can provide businesses with invaluable insight into missed opportunities and inefficient processes ...

Across various industries, particularly retail, travel, finance and hospitality; the significance of loyalty programmes is on ...

However, businesses that address these customer challenges by offering solutions must cultivate a strong sense of understanding and empathy when shaping their sales strategies. A pain point in the ...

Understanding the “entry points” where your ideal customers ... success rep to get a more detailed view of the customer’s ...

We’ll explore why NPS is often misaligned with B2B needs and why B2B organizations need to look beyond NPS for a deeper ...

The typical result? The inability of cross-functional teams to drive holistic change ultimately produces a disjointed experience for your customers. Touch-point analysis uncovers powerful customer ...

Companies can uncover valuable insights into customer sentiments, preferences, and pain points by processing massive amounts ...

The bank combed through all moments within in the customer’s experience to find every possible pain point there could be. Between in-store interactions, customer service lines, mobile ...

We are now at the point where competitive advantage will ... could only have been imagined a decade ago. A personalized customer experience has become the basis for competitive advantage.

As businesses customize their offerings using data, customers are becoming more concerned about the management and security ...