Usability Testing or User Acceptance Testing?
It doesn’t matter what you call it. Here's the bottom line: you need to test software with its future users. Continue reading........»»
Relevant, Real-Time CX: Consumer Perception vs. Brand Reality
What does it take to power a truly real-time customer experience? More than just data collection. Let's start there. Continue reading........»»
4 Ways AI, Analytics and Machine Learning Are Improving Customer Service and Support
Many of today’s marketing processes are powered by AI and machine learning. Discover how these technologies are shaping the future of customer experience. Continue reading........»»
B2B Sales Have Embraced the Shift to Digital
Today’s B2B buyers want experiences much like their B2C counterparts. And that means embracing the shift to digital-first. Continue reading........»»
Oracle, Sephora Face Data Privacy Woes, Medallia Acquires Mindful, More CX News
Oracle, Sephora face data privacy woes, Medallia acquires Mindful, Lily AI closes $25M Series B, Neustar partners with InfoSum, more CX news. Continue reading........»»
How You Can Win With AI and Customer Experience
No matter how much we automate things, there will invariably be a time when a human wants to talk to other humans. Continue reading........»»
Failing at Agile? You"re Doing It Wrong
Agile not for you? Here are things to consider if adopting agile approaches isn’t working as well as it could. Continue reading........»»
Is It Really Time for Customer Experience Professionals to Explore the Metaverse?
The metaverse is here. But is it really here for brands and customer experience professionals? Continue reading........»»
How Do You Measure Customer Success? Very Carefully
Here are four approaches that you can use to measure your success and help define the narrative that CX is key to driving the success of your organization. Continue reading........»»
Running a Design Workshop for Sitecore Leveraging Sitecore Experience Accelerator
In the latest in a series of articles on design thinking, here's what you need to know about Sitecore design thinking workshops. Continue reading........»»
CX vs. UX: What’s the Difference, and Why Does It Matter?
Is there a difference between CX and UX? Very much so, and understanding will only help improve the customer journey. Continue reading........»»
Is Bad Data Ruining Your Customer Experience?
Bad data can be the bain of a brand’s existence. Learn how to transform this bad data and use it to promote great CX. Continue reading........»»
Getting the Right Mindset for Design Thinking: Embracing Chaos and Collaboration
The design thinking process should lead to a common, acceptable and human-centered solution that will actually benefit the most people possible. Continue reading........»»
Inside the Digital Transformation of the Banking and Finance Industries
New survey data uncovered fascinating differences in transformation between companies overall and companies in the banking and insurance industries. Continue reading........»»
We Listen to Our Customers. Really?
Customer feedback is the ultimate vessel for strong customer experience outcomes. But are you actually listening — and responding? Continue reading........»»
Understanding the Principles of Behavioral Design
Let's try to understand deeply this field called Behavioral Design or in other words — the architecture of choice. Continue reading........»»
Want to Tame the Martech Chaos? Admit Your Addiction
We’ve come to believe that software solves most problems. And while it often helps, it does no good when business needs aren't considered first. Continue reading........»»
3 Ways to Improve EX and CX at the Same Time
Employee experience is facing some major challenges. But brands can implement best practices that help both EX and CX. Continue reading........»»
Are You Creating the Best B2B Buyer Customer Experience?
Even with pressure to close deals in a looming recession, the emphasis should still be on nurturing buyers, and not selling them. Continue reading........»»
CIOs Examine the Inevitable Marriage of Customer and Employee Experience
Making employees' jobs easier makes customer experience better, by almost all accounts. Where do CIOs come in on this business imperative? Continue reading........»»