Luke Williams

Why you should be thinking about UX and CX differently

How many times have you called your credit card or insurance company only to plow through a grueling five minutes of automated options before being put on hold for the “next available representative”? After being reminded that “this call will be recorded for quality...

Three essential strategies for providing financial return on customer experience

The customer experience (CX) movement has always declared that businesses will benefit by designing experiences around their customers. Now, more than ever before, organizations are understanding the importance of CX on the bottom line and are implementing experience management programs. These companies are willing...

5 Components of a Great Customer Experience Program

Customer experience is the new global currency for companies looking to invest in differentiation and growth. Best-in-class firms have leaped in eagerly, capturing customer feedback at every touchpoint, closing the loop quickly and integrating efforts across their entire organization. There are many different theories on...

7 Ways Tech Will Change the Customer Experience in 2018

Improvements in technology drive innovation in many fields, and there are few arenas where these efforts are as visible as in the customer experience. The emerging tools and techniques for customer teams provide new, insightful avenues for interaction, but are still grounded in the...

Companies Should Worry More About Details, Less About Catastrophic Failures

One of the most widely broadcast stories of 2017 was about an airline passenger who refused to give up his seat when demanded by airline personnel. After a few moments of arguing, the passenger dragged off the airplane. The story quickly went viral, with...

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