Despite investments of $56 billion last year, customer experience index scores remained stagnant for the second year in a row, according to Forrester Research data presented at the Forrester CX NYC Conference in June. To combat the problem, many organizations are looking at ways...
I just got back from a dream vacation in Italy with my family. From Rome to Tuscany to Cinque Terre to Florence and finally to Venice, we were blown away by the food, wine, history, and views that greeted us everywhere we turned. But,...
Millennials are frequently branded as entitled and privileged. They expect good things to happen to them without putting in the work. Part of this label comes from having grown up in a connected and digital world where a quick response is expected. As a...
Customer loyalty programs are often equated with simple “earn/redeem” reward schemes, which cannot address “loyalty” in its entirety. Learn how to achieve customer experience excellence using “Redefined Customer Loyalty Programs” as a framework to enable your company to gain & utilize a deep data-driven understanding of your customers.
Customer SuccessCon is a half-day professional conference for Customer Success executives and Senior Management/CxO’s that focuses on the challenge of increasing sustainable proven value for both customers and company. There are five events per year, each limited to no more than 100 attendees. For information, please visit www.CustomerSuccessCon.com.
The MaritzCX Experience Forum is a complimentary one-day event in New York. It is designed to deliver best practices, insights from thought leaders, and inspiring idea exchanges for customer, employee, and patient experience experts. Register today for this free event and prepare to be INSPIRED. See you in New York.
Three years into a revolution in Conversational Commerce, with tens of thousands of “Proof of Concepts” and a myriad of marketplaces for microservices and APIs, there’s good cause for decision makers to take pause and examine past successes and failures along with future options.
Combining his own professional experiences working as a CEO with his extensive research and expertise as an international authority on customer relationships, author Bob Thompson reveals the five routine organizational habits of successful customer-centric businesses: Listen, Think, Empower, Create, and Delight.