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Experience Management

Feedback is a gift: engaging your customers in a 24/7 world

Senior living is as emotional as customer experience gets. It’s the definition of ‘always on’ too, as customers live with them 24 hours a day, 7 days a week, 365 days of the year. To deliver on its mission to enrich lives, Brookdale Senior Living has put CX at the heart of its business, helping […]

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Does making customers happy make employees happy?

The impact of employee experience on customer experience has been explored in great detail. In fact, “happy employees equal happy customers” has become a motto for some of the world’s biggest brands. But, what about the inverse? Does making a customer happy, make an employee happy? In research from 2012, professors from Hallym and California […]

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25 Employee Experience thought leaders to follow on Twitter

Successful companies understand that the key to winning customers starts with their employees. In fact, searches for employee experience have risen by 270% in the last 5 years, as companies continue to invest in the employee experience. With the rise of social media, it’s easier than ever to learn from the experts and founders of […]

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Hear how American Express brings the voice of the customer to life

This is the first installment of our new blog series, “Customer Experience Visionaries.” In each post, we’ll feature highlights from a conversation with a Customer Experience thought leader on creating a world-class customer experience, empowering employees to take action, elevating the voice of the customer and so much more. We’re thrilled to kick off the […]

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The top market research conferences to attend in 2019

The market research industry is evolving. Executives today want smarter and faster insights, and technology and automation are changing the landscape. In order for market research professionals to stay relevant and deliver world-class insights, they must keep up with the latest trends. Market research conferences are a great way to gain insights, strategize new ideas, […]

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Why companies that win at CX started with their employees

The saying ‘happy employees equal happy customers’ is one of the biggest corporate cliches out there. And if you’ve ever been left helpless in a store while staff hung out in the backroom, you’ll know there’s a little more to it. But, there remains a lot of truth in the saying – so why is […]

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