March 2021

When companies reflect on the customer experience (CX), the tendency is to focus on the emotional. The goal is to make customers happy, ensuring a positive experience leaves a great impression.   While there is certainly a degree of art involved in a CX journey, you should also make your approach to CX scientific. By doing so, you can not only accurately assess customer behavior, perception, and...

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Often, it feels like enhancing the customer experience (CX) means constantly shifting your focus. In many ways, CX is a moving target, as customer sentiment and perceptions are rarely stagnant. Not only are your company’s decisions exerting their influence, but there are also external factors that alter the landscape.   However, that doesn’t mean positive change isn’t possible. If you want to boost CX, here are three...

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