Noreen Seebacher

Personalization Gives Retail Banks a Competitive Edge

Digital strategies are paying off in higher profits for traditional retail banks. However, digital technologies providing greater automation, easier customer access, and more self-service are...

Stop Trying to ‘Delight’ Customers, Says CX Expert Paul Greenberg

Stop trying to delight your customers. It’s a risky strategy that’s bound to fail, according to CX thought leader Paul Greenberg. Known in customer relationship management...

Grocers Are Connecting Omnichannel Excellence to Better CX

Keeping up with technology is a priority for grocers, with omnichannel initiatives leading the way. According to Progressive Grocer’s 85th annual industry survey, nearly...

Why It’s Hard to Give Customers the Experience They Want

How do you give customers the experience they want when customers don’t really know what they want? That’s the crucial but confusing question for...

That Dog at the Airport Symbolizes Bad Customer Experience

Experience is now the mother of invention. In the digital era, your customers not only drive your marketing strategy; they define the evolution of your...

Can Retailers Fix Their In-Store Experience Problem?

I thought about driving to a store to shop today. But I wasn't in the mood to be insulted. That's what happened recently when the...

The Most Amazing Customer Experience Starts With Your Ears

Every day is a new opportunity to learn how disconnected businesses are with their customers. But it's also a chance to discover the secret...

Why Can’t We Get Customer Experience Right?

For all the time, money, and effort invested in customer experience (CX), businesses are still doing a lot to annoy their customers. Think about. Frustrating...

6 Easy Ways to Improve Your Life (and Create Happier Customers, Too)

Maybe the best way to create happy, satisfied, loyal customers is to take a step back — and start by making your own life...

10 Ways to Improve Your Customer Contact Center Experience

Speech has always been the most natural way for humans to communicate with each other. It's faster, easier, and arguably more effective than typing...

Why Better Employee Experience Creates Better Brands

Remember when the gold watch was a metaphor for retirement from companies that valued their employees for their experience and seniority? Today employee experience...

Plea from a Customer: Stop Trying to ‘Delight’ Me

I’ve never succumbed to the notion a business is obligated to “delight” its customers. Having a business resolve my need by delivering the right product...

How to Make Sense of Digital Experience

Digital experience (DX) is like happiness: Everyone talks about it but few people can define it. But there's little argument DX is now a business...

Few Marketers Capitalize on Data Analytics to Optimize CX

For all the talk of data analytics, organizations are still struggling to use it effectively. That's the picture painted by two recent studies, which confirm...

Let’s Just Give Up on Customer Experience

Tech veteran Chris Spears is the co-founder and chief marketing technology officer at Atlanta-based ARKE, a brand experience consultancy. So when he suggests it's time...

5 Ways All Companies Can Build Better Brands

You know how people say, "it's the thought that counts?" I tend to disagree, especially if you're trying to build better brands. While a tiny...

Gartner Says Experience Is the ‘Watchword of Our Age’

Customer experience (CX) has gained unbelievable cachet in recent years. But it's proven more meaningful in theory than practice, as anyone who has purchased a...

Retailers: It’s Time to Abandon the Sea of Sameness

Retailers are drowning a proverbial "sea of sameness" — or what academics might call homogenous retail agglomeration. Too often, clusters of retail stores in shopping...

Reimagining Retail: Why Experience Is the Key to Survival

Nothing drives home the retail apocalypse more than a millennial in pajamas, using her phone to simultaneously search for a swimsuit, a formal gown,...

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