Your customers aren’t just smarter today – they’re smarter and more demanding every day. Shep Hyken put it well during the 2025 CX-Senate webinar: “Customers today are smarter than they were last year, and the year before. They are getting smarter because they know what great service is.“ But what does this rapid evolution mean…
In today’s hyper‐competitive, digitally driven world, the customer experience (CX) is the key differentiator that can make or break a brand. As businesses transition more and more into the “experience economy,” where consumers value memorable, engaging interactions above all else, companies must understand that every touchpoint (from sales and support to product design and post‐purchase…
As customer experience professionals, we rely heavily on Net Promoter Score (NPS) to gauge customer loyalty and satisfaction. But here’s an uncomfortable truth: your survey design might be secretly undermining the validity of your data. In this guide, we’ll explore how seemingly innocent design choices can introduce significant biases into your NPS results. The Anatomy…
Data privacy is no longer just a legal obligation. It’s a cornerstone of customer trust and business resilience. As organizations collect and analyze customer feedback to improve experiences, they must ensure that sensitive information is handled securely and complies with regulations like GDPR. Our Customer Experience Management (CXM) tool is designed to address these challenges,…
The Net Promoter Score (NPS) has been a trusted metric for measuring customer satisfaction for over two decades, largely due to its simplicity and its proven correlation with customer loyalty and business growth. For example, companies with higher NPS scores often experience lower churn rates and higher customer lifetime value. But while many businesses chase…
The insurance customer journey starts with the awareness of the need for an insurance product and goes through policy purchase, making claims, and renewing the policy. Each step in this journey is a chance to make the customer happy. Optimizing this journey is very important. Happy customers are more likely to stay with the company…
Striving for a seamless customer journey seems like the right thing to do. After all, when a customer has several ways of interacting with your business through different touchpoints, offering a consistent experience across the board seems ideal. But that’s not always the case. Recent studies challenge this conventional thinking, showing that less integration can…
Businesses that truly focus on their customers’ needs and preferences are more likely to succeed. It seems so obvious that many executives roll their eyes at the concept of customer experience. In practice, it’s very common for people to get sidetracked by their own priorities and forget to see the world through their customers’ eyes….
Every customer experience professional understands the importance and benefits of customer journey mapping. Despite the widespread use of customer journey maps, there’s no standard for creating them. Every CX leader must know their business context to develop suitable customer journey maps. Even so, the way customers experience the journey can be very different from the…
Customer feedback is a core piece of customer experience management (CXM). The high volume of data is one of the main challenges of feedback management. It limits the benefits businesses could achieve from customer feedback insights. It is almost impossible to examine every piece of customer feedback without the right tools. Let alone generate relevant…
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