Bob Thompson

Top Do’s and Don’ts of Customer Journey Mapping — 10 CX Experts Spill the...

If you're involved with a Customer Experience ("CX" for short) initiative, there's a very good chance that you're also doing customer journey mapping (CJM). If fact, CustomerThink's recent study of 200+ CX initiatives found nearly 8 of 10 respondents reported developing a journey...

Customer Success — A Unifying Mission for CRM and CXM

In this article, I’ll discuss how the “customer success” movement has developed, what it means, and why I believe it should be a unifying mission to help companies get value from both CRM and CXM, or whatever term you want to use for being customer-centric.

Cross-Channel Voice of Customer Analytics Gives a CX Edge to Orvis and Hunter Douglas

If you love fly-fishing, dogs, or spending time outdoors, you probably know about Orvis, the oldest mail-order company in the U.S. The company is justifiably proud of its products and reputation for customer service -- just take a look at the 18K Bizrate reviews...

SugarCRM repositions as CX Platform. A sign of “Peak CX”?

SugarCRM recently announced that it was "Driving the Future of Customer Experience with Powerful Products and New Vision." As the "CRM" part of SugarCRM suggests, the company sells solutions for sales, marketing, and customer service. Sugar Sell is best known because sales automation is what...

Could a “Customer Success” Mindset Save the CX Industry?

According to CustomerThink's recent study, just 25% of CX initiatives (funded and staffed) can claim quantifiable business value or competitive advantage. Could a "customer success" mindset help improve the odds of CX success?

Advanced Voice of Customer Analytics: Get Out of the Survey Rut and Start Winning...

Regular readers of my CX/VoC articles may recall that in 2011 I proposed that Chief Customer Officers needed a "Voice of Customer Command Center" to gain a complete picture of the health of their customer relationships. Since then, it's clear that more and more...

Verint Doubles Down on “Engagement” Strategy, Pushes VoC Unification

Last week I had an enjoyable visit to Orlando, Florida, for Verint's annual Engage conference. I'd like to share some highlights and comments about what I learned. Engagement R Us The tech industry has embraced "customer experience" because, well, that's what sells. Business leaders all…

What is Customer Experience Management (CXM)?

This article is an excerpt from the CustomerThink research report Customer Experience at a Crossroads: What Drives CX Success?, based on a study of 200+ CX initiatives in 2018. While industry experts generally agree that customer experiences include all interactions and the resulting customer...

SAP to Acquire Qualtrics, Changing the Game for CX, CRM, and ERP Industries

Finally. That’s my first reaction to the news that SAP will acquire Qualtrics in a deal valued at $8 billion. It appears that as Qualtrics was preparing for an IPO, SAP swooped in and made an offer that founder/CEO Ryan Smith couldn’t refuse. The SAP…

Dumbed Down CX: Just Make It Easy, Stupid!

The CX movement has been going strong for more than a decade now. Unfortunately, less than 1/3 of CX initiatives have been truly successful. Some think the answer is simple: stop trying to "delight" customers and instead just make things as easy as possible.

Relentless Execution: The Key to TELUS International’s Customer Experience Success

I wish I lived in Canada so I could experience the TELUS brand firsthand as a cell phone user. You see, I've had an opportunity to learn how TELUS operates over the past 10 years or so, and I think it's one of the...

What does “Customer Experience” really mean? Text analytics sheds some light

Experts don't have the final say on what becomes a common meaning of a word or term. What does "customer experience" really mean, based on analyzing 20,000+ CX posts on CustomerThink?

Introducing the CXtech 100K, a $1 Trillion Market. You’re Welcome.

A few years ago a vendor emailed me to ask: “How big is the CX market?” I replied that CX wasn’t a market, it was a strategy. I stand corrected.

Pega Infinity: A platform for Digital Transformation… but something is missing

Last week I attended PegaWorld 2018, one of the best tech conferences I've been to in years. Kudos to the event staff for producing a first-class event, and for arranging for me to meet with Pega executives and customers. My motivation for attending was...

Is There a Blockchain in Your Future?

The IT industry has an amazing knack for hyping the next big thing every year or two. In recent years we've progressed through Big Data, AI, and now -- right on cue -- it's time for blockchain to change the world as we know...

The power of FOCUS helps Infusionsoft and Zendesk stand out

Back in the olden days circa 2000, it was easy to figure out who the CRM leaders were in the SMB market. Goldmine, ONYX, Pivotal, Sage, and SalesLogix were among the top brands, with maybe a dozen or so others trying to establish mind-...

How to Fix Cable: Better CX, More Innovation, or Lower Prices?

Psst. I have a confession to make. Don't tell my cable company, but I'm preparing to make "the call" to become another cable cutter. Joining over 3 million traditional TV subscribers that defected in 2017. I've been a customer of one of the major providers...

Ryanair: Low Prices + Unhappy Customers = CX Success Story?

Ryanair is the most successful airline in Europe, riding its low-low-low price strategy for years. Since price is part of the customer experience, is Ryanair a CX success story? Or is higher levels of customer satisfaction required?

Questions About Qualtrics: Will a Marketing Magician Lead the CX/VoC Industry?

I attended the Qualtrics annual Summit a couple of weeks ago to learn more about a vendor that appears to be on the rise in the CX / Voice of Customer (VoC) arena. It was an impressive event that felt more like a rock...

An Inconvenient Truth: 93% of Customer Experience Initiatives are Failing…

Less than 1/3 of CX initiatives are successful. That's worse than CRM! What should be done about it?

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