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Experience Management

25 brand experience (BX) thought leaders to follow on Twitter

The best brands don’t just sell a product or service, they connect with their audience and create experiences that keep customers coming back for more. Brand experience (BX) is what drives target customers’ perceptions, emotions, and preferences, which influence their purchase and usage behavior. BX and marketing leaders have the ability to turn brands into […]

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Why digital transformation for healthcare isn’t about technology

Digital transformation is the integration of digital technology into all aspects of how a healthcare business interacts with patients, healthcare providers and regulators. The results are frequently radical, disrupting long-standing practices with new processes that are continually evolving. But what any digital transformation consultancy will tell you is that a successful digital transformation strategy isn’t […]

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10 ways to improve your customer experience (CX)

Improving your customer experience (CX) could have a major impact on your bottom line. In fact, a moderate increase in customer experience generates an average revenue increase of $823 million over three years for a company with $1 billion in annual revenues, according to the Temkin Group. This is not a number to balk at […]

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7 must-read books in employee experience

Updated May 29th, 2019 We’ve all heard of those companies that are just amazing to work at. Or the managers that make such an impact on their teams they inspire them to go above and beyond and deliver incredible results for their company. Often the secrets of their success aren’t exactly secret – there are […]

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Travel CX: 6 ways to create breakthrough experiences

The bar is so high right now in the travel industry when it comes to customer experience. In fact, in our recent survey of holiday-goers, 89% of people rated their last holiday ‘good’ or ‘very good’. We’re usually at our happiest on holiday, so perhaps it’s not such a huge surprise that number is so […]

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4 Must-Read Books in Customer Experience

Harry Truman famously said, “Not all readers are leaders, but all leaders are readers.” If that’s the case, we could all probably do more reading. As the customer experience (CX) profession has matured over the last decade, more and more experts have come to the fore to offer their opinions, advice, and anecdotes to serve […]

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