Customer Experience (CX) Insights

What is the relationship between Customer Experience and Success? We believe customer experience is one of if not the key to business success. Yes, it is possible to not have the greatest customer experience and still enjoy business success. It is just much harder and...

Would it surprise you to learn that 63% of all customer shopping journeys begin online? If you examine your own shopping behavior, you may only be surprised that the number is that low! Whether you are ultimately selling your products or services offline or online, it...

Omnichannel Customer Experience (CX) It's easy to define omnichannel customer experience (CX). It is simply creating a single, frictionless experience across every customer touchpoint. This means regardless of how they interact with your business - through their...

Leading Your CX Transformation When you become aware of the customer experience delivery gap, you would think inspiring customer experience transformation leadership would be a no-brainer, right? Unfortunately, it is far too easy for leaders in many organizations to...

At the start, transforming your customer experience will not be easy. You may struggle to learn what your customers really want and face barriers to change inside your business. But every business is capable of overcoming those barriers when they adhere to the...

We believe the work of customer experience transformation is concurrently outside-in and inside-out. Delight Your Customers Measure Your Performance Develop Your Team Simplify Your Process Align Your Leadership Let's explore why that approach is vital to your...

We have previously discussed the Bain and Company study that revealed 80% of the firms believed they provided a "superior experience" to their customers. But only 8% of those customers said the companies were really delivering a great customer experience. Let's...

Most companies assume they consistently provide their customers exactly what they want. But a study by Bain and Company revealed the gap between what companies believe they deliver as a customer experience and what their customers actually perceive as their customer...

Customer Experience (CX) is everything your prospects and customers experience with your business. We refer to every customer touch point as a "moment of truth." Why? Every single interaction you have with anyone is a moment of truth - because in that moment they will...