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Experience Management

How to get app feedback from your users

As mobile app usage continues to become more and more prevalent, companies must get into the minds of their mobile customers and create experiences that keep them engaged. According to Statista, in January 2018, the global mobile population had 3.7 billion unique users. As of February 2017, mobile devices were 49.7 percent of worldwide web […]

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7 dynamic ways to improve customer experience in banking

Providing an excellent customer experience is important for any company, but it’s crucial in the financial services industry. Customers today have access to hundreds of options when deciding who will care for their money, and institutions compete for customers by offering lower fees, higher returns, and new digital services. As banking services become commoditized, how […]

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The Customer is Always Right, right? 3 Tips to help You Be Right, Too.

We’ve all heard the phrase “the customer is always right.” This statement is frequently argued, especially when a heated customer is treating an employee poorly. But, one thing is for sure, the customer is always right about how they feel. This point crystallized for me as I attended Forrester’s Customer Experience Forum in New York […]

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Which sector has the most engaged employees?

Every quarter, we ask 5,000 employees around the world about their experiences at work — the results paint a varied picture with marked differences between the experiences of employees in different countries and different sectors. Here we take a look at how the experience differs for workers in different industries. Which industry has the most […]

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10 videos all customer experience professionals should watch

Whether you choose to learn from the wisdom of market legends, your own experience (and maybe a few mistakes along the way), requests from customers, or the successes of others, remember that there’s no one key to success in CX. Here’s our selection of the best videos out there where some of the leading innovators […]

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Every Company’s Three Hidden Cyber Security Risks

Twelve years with the FBI and I was ready for anything: espionage, massive cyber attacks, Tom Clancy-esque zero-day exploits. I saw some of that, of course, but more often I discovered and re-discovered it’s the simple things that most often cause catastrophic problems. Simple things that plague every company. Here are the big three lurking […]

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