Jim Katzman
How to Use CX to Supercharge Your Customer Lifetime Value
We’ve all heard the business mantra that it’s more expensive to land a new customer than to keep an existing one—I’m betting you thought something along those lines as you clicked to read this article! But as every customer experience (CX) professional out there...
How to Ensure Your Frontline Employees Receive, and Act Upon, CX Insights
One of the most foundational elements of Experience Improvement (XI) in a contact center is ensuring not ‘just’ that you’re gathering data, but that that data guides the actions that you want your frontline employees to take. It may be cliche to say that...
Inflation is Affecting Your Customer Experience. Here’s What You Should Do About It.
The events of the past few years have already given customer experience (CX) teams plenty of reason to be up at night. Unfortunately, as if a pandemic and the Great Resignation weren’t enough for many organizations and brands to contend with, the United States...
How CX Intelligence Can Drive Meaningful Product Innovation
In this data-rich age, companies aren’t hurting for insights, but turning that information into meaningful product innovation requires intentional, careful analysis. It also demands thorough planning and, finally, action. What follows is a quick look at how to competently transform CX intelligence into effective...
The Far-Reaching Impact of Broken Brand Promises
Let’s pretend for a minute that there is no pandemic (feels nice, doesn’t it?). Even before all of this started, keeping promises and staying committed to customer needs were probably the biggest drivers of brand loyalty. Fast-forward to now, when the pandemic has added...
The Value of Building A Stellar CX Reputation
The most ambitious companies know that it’s not enough to be loved ‘just’ by their existing customer base. Think about brands like Ritz-Carlton; even if you haven’t stayed at a Ritz before, I bet high quality and a stellar reputation come to mind the...
Cost Reduction Creates Experience Improvement, Not Just Business Value
Measuring a customer experience (CX) program’s business value can take many forms. However, we’re seeing more of these programs zero in on cost reduction as the clearest proof point for justifying their implementation. Reducing cost is certainly important, but organizations focusing exclusively on this...