Customer Experience

The latest CX stories and insights

Get the latest opinions from our customer experience experts and explore the stories behind some of the breakthrough brands turning customers into fans.

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How to include frontline staff in your CX strategy

The staff who meet and talk to your customers play a huge role in executing your CX strategy. So why not loop them into the planning stages too? Frontline staff deal with your customers on a day-to...

By Daniel Saunders


The best places to shop these holidays

Love it or hate it, you can’t deny shopping in the holiday season is big business. For retailers there’s more than 700 billion dollars up for grabs. In the rush to claim their share, we consistent...

By Ross Lambert


Improving patient experience by engaging your employees

When I was a chief experience officer, I often told front-line leaders to stop focusing on patient experience and invest their energy in their employees. Healthcare organizations (HCOs) have long bee...

By Susan Haufe


Altair Global- redefining relocation as an ‘experience’

Scour the internet for a list of major life changes and you’re bound to find ‘moving’ right up there. For Altair Global, a global mobility company, experience management (XM) is the key to provi...

By Jack Davies


5 best practices for coaching frontline employees to deliver exceptional CX

"Customer-facing staff are the human face of your CX strategy, and they play a make or break role in the quality of day to day experiences. Here’s how to help them perform at their best. When sta...

By Ross Lambert


Please hold, this contact center isn’t ready to deliver breakthrough CX

Customer care teams have the power to deliver breakthrough experiences, and our latest research shows just how much customers value them. But despite their potential, they lag behind other business in...

By Jack Davies

20 predictions for customer experience in 2020

Our team of CX experts have looked into their crystal balls to see what’s coming around the corner in 2020. From the growing importance of AI to the explosion in C-Suite experience leaders, here are...

By Daniel Saunders


Win the Holiday season with breakthrough digital experiences

Consumers are set to spend up to $166.9 billion this holiday season through online and other non-store sales. To put this in perspective, more than a quarter of holiday sales in 2019 will happen onlin...

By Juliana Holterhaus


4 standout shopping experiences

Crafting unique and memorable experiences for your customers will give you the edge on the competition this holiday season. Here are 4 brands adding sparkle to their offering. 1. Story Fairytale...

By Catherine Thurtle


5 ways to connect with customers online during the holiday season

We’re now right in the middle of the holiday shopping season. It’s the busiest time of year for customers with long gift lists for friends and family, parties to arrange, homes to decorate, and jo...

By Daniel Saunders


How retail brands are using personalization to boost customer experience

The holidays are undoubtedly retail’s busiest time as everyone scrambles to give Santa a run for his money. But this also means that competition for consumer cash is fierce. Research from advertisin...

By Catherine Thurtle


Advancing our Investment in the Qualtrics-Salesforce Integration to Accelerate your XM Transformation

Experience Management (XM) is transformational when it becomes part of the day-to-day operations of your business, embedded at every level of the organization. We’re seeing firsthand just how powerf...

By Webb Stevens

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