How do you create good customer experiences?

Customer experience management means designing, implementing and facilitating the environment in which your customers interact with you. Experts agree that the best way to create and benefit from good customer experiences is to place the customer firmly at the center of your business strategy. This means understanding when, where and how your interactions with customers […]

The InsideCXM 3×3 – Bulletin #17

Welcome to your essential bulletin to keep you at the top of your customer experience management game. 3 x Customer Experience Management Articles So what exactly does Customer Experience (CX) mean? – Econsultancy What a Great Digital Customer Experience Actually Looks Like – HBR  What it takes to deliver breakthrough customer experiences – Mckinsey 3 x […]

The InsideCXM 3×3 – Bulletin #16

Welcome to your essential bulletin to keep you at the top of your customer experience management game. 3 x Customer Experience Management Articles The Emerging Role of the Content Engineer for Customer Experience Management and Content Marketing – Cruce Sanders Why digital strategy equals customer experience – Nadia Cameron Just What Is Customer Experience? It’s Not Just Customer […]

Just What Is Customer Experience? It’s Not Just Customer Service

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 their interactions with an organization.” Why customer experience is NOT customer service or satisfaction Temkin […]

The InsideCXM 3×3 – Bulletin #15

Welcome to your essential bulletin to keep you at the top of your customer experience management game. 3 x Customer Experience Management Articles Why Customer Experience is The Catalyst for Digital Transformation – Brian Solis How to choose a customer experience management platform – Brad Howarth Should the Chief Marketing Officer (CMO) Oversee the Whole CustomerExperience? – Natalie […]

The InsideCXM 3×3 – Bulletin #14

Welcome to your essential bulletin to keep you at the top of your customer experience management game. 3 x Customer Experience Management Articles How Singularity Kills Customer Experience Management Customer Experience Management: 22 Experts Share Key Metrics Notes on Employee Discontent and Sabotage: Implications for CustomerExperience Management 3 x Customer Experience Management Job Vacancies Director, Global […]

Five CMO Lessons from the NFL

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 […]

CX Master of the Month: Caroline Schmitt Bridges Digital Experiences Across the Globe

What do smart agriculture and great customer experience have in common? More than you would think. Every industry is unique in how it engages with customers. For Adama Agriculture solutions, a leading global manufacturer and distributor worldwide of crop protection solutions, having a consistent brand image to its customers across the globe is important. That’s […]