Customer experience Articles

Black Friday Blues: Rethinking discount-driven loyalty

Back in the day, we had the famous Boxing Day sale.  To use an analogy, it makes sense that turkeys are cheaper in the days after Christmas than before, because of the economics of supply and demand, and because there will always be a few birds that aren’t sold...

Why Promotions and Customer Success Go Hand-in-Hand

I’m going to tell a true story. On the 10th of July, as a belated birthday present to moi, I ordered some Sonos speakers online from a popular retailer. For the sake of the story, let’s call them Johnny Lewis & Co.  I chose to buy from JL for three good...

The CX-driven Marketer’s Guide to AI: Introduction

For marketing leaders, especially in high growth spaces like retail, the pressure to keep up with the latest tech is high. Be more data-driven. Be more customer-centric. Put AI in everything. It’s a lot to keep up with, and it’s enough to drive any marketer mad. On...

3 Ways to Power Up Your CX in 2019

Are your customer experience initiatives moving the needle? Are they differentiating you from the competition or meeting customers’ expectations? If the answer is anything other than a resounding “Yes!”, don’t worry - you’re not alone. A recent report by Forrester...