If your business is competing on customer experience, chances are you’re collecting customer feedback. But how well is...
Omnichannel CX Articles
Conference Recap: Envisioning a new era of retail
RetailEXPO ran a series of virtual conference webinars recently, starting with an excellent presentation by Mark...
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...
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...
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...
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...
Give word-of-mouth marketing the attention it deserves
As marketers, we know it's kind of a big deal when our customers start sharing positive things about our brand,...
Why in-store engagement matters
The recipe for a good in-store experience may seem like something that was mastered a long time ago. Not everyone is...
Q&A: The Future of In-store Mobile Engagement
The CX industry has seen a lot of promising tech developments this past year – the continued rise of mobile payments,...
The value of attention: How retailers can respond to Amazon’s latest patent
With all the Christmas and holiday hubbub, an interesting bit of tech news may have slipped under your radar: Amazon,...
Time to level-up your customer experience
Last week I attended Forrester's Customer Experience Forum, to check out the latest trends, challenges and...
Expectation vs. reality: Closing the gap on customer experience
Those of us who work in the marketing industry hear a lot about how technology can improve the customer experience....