Growth requires fuel. New customers and returning customers are the fuel of company growth. You can invest in inorganic growth: programs and technologies that entice renewals and evangelism. Or you can invest in organic growth: processes, products and culture that make your company … more »
Expert CX Insight
Bruce Temkin, founder and Ex-chair of the Customer Experience Professionals Association, is one of the leading thinkers around customer experience. His research informs his influential Customer Experience Matters blog. He’s described customer experience as: “The perception that customers have of … more »
Q3 is winding to a close, and that means it’s time for me to start gearing up for one of my favorite seasons of the year: the NFL season. Sure, I’m drawn to all the action on Game Day. But I also appreciate the weekly reminder about some important lessons that apply both on and off the field. You … more »
What is CXM?
How would you define customer experience management? Customer experience management removes departmental barriers so that people, process and digital experience technology can work together to consistently deliver a unified experience to customers across all channels and platforms. An effective … more »