Totango
FEBRUARY 22, 2021
Organizations across all industries were forced to completely change business models they’d followed for decades in just a matter of days. In particular, the pandemic forced companies to redefine and refocus on the customer experience.
Kerry Bodine
MAY 11, 2020
Secret shopping: Certain business-to-consumer industries — most notably, but certainly not limited to retail — lend themselves to having a large number of mystery shoppers evaluate their experiences while shopping or getting service. How have our customers’ needs and expectations changed?
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Experience Investigators by 360Connext
JULY 24, 2019
Customers began to gain control in ways leaders didn’t predict. The levels of transparency and visibility between company and customer changed drastically. One customer could make a big ruckus and get the world’s attention over a weekend, while the corporate PR department clocked out.
Answer Dash
NOVEMBER 21, 2018
Disruptive businesses like Netflix realised this early on and created intelligent algorithms which were able to predict and recommend what customers might want to watch next. In contrast, Blockbuster ignored customers’ changing viewing habits and the wider industry disruption taking place and was forced to file for bankruptcy in 2010.
Kustomer
JUNE 17, 2021
You have to have that mentality of looking at the customer journey from end to end and make sure that everyone is on the same page about it. Make sure that everyone is engaged so you have a customer for life.” It says, I own the customer journey from beginning to end, right? Gabe Larsen: (10:57).
Eptica
JANUARY 15, 2016
Consumers will expect that technological innovation is backed up by integrated customer service that spans multiple channels. However, in many cases insurers still struggle to bridge silos between different departments, who are all responsible for individual parts of the customer journey.
Chattermill
MAY 12, 2019
Through these interviews, Michelli came away with a set of fundamental principles, such as the importance of understanding the customers’ changing expectations, developing a training program centered around CX and a consistent experience across hotels, and empowering employees. Made in America by Sam Walton.
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