Bob Thompson

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"...

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 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...

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...

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...

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...

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...

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,...

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....

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...

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?

AI and CX: A Happy Marriage? Seattle Leaders Say…

Last week I had the pleasure of hosting a lunch discussion in Bellevue, Washington (a few miles east of Seattle) about the role of...

Can SurveyMonkey and Zoho Disrupt Enterprise Software?

I know, "disruptive" innovation has become a cliché, but hear me out. Recent announcements by SurveyMonkey and Zoho caught my eye and have the...

Can Outsourcers Help You Be Customer-Centric? TELUS International Say “Yes”

Think back 10+ years ago, and what did outsourcing really mean? Saving money, if we're completely honest about it. Nothing wrong with cutting costs,...

Hyatt Uses HUMAN Intelligence to Give Customers Relief from IVR Hell. Who Knew?

Call it Revenge of the Humans. With mounting hype about AI, bots and all things automated, I was delighted to recently learn that humans...

New Posts