Topic: customer centricity


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 advertising company Epsilon found that 80% of consumers are more likely to make a purchase when brands offer personalized CX (customer experience). Personalization is […]

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3 ways American Express is creating a customer-centric culture

Building a customer-insights program that allows companies to listen and then act on customer feedback is essential, but isn’t easy. To be truly customer-centric you need to empower people at all levels of your organization to listen to the customer and act on insights. Find out how American Express built a world-class customer culture by […]

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3 ways to build a customer-centric culture

The customer is always right. Right? Whether you agree or not, the customer should always be the main focus of your business. Senior Principal Analyst at the Qualtrics XM Institute, Aimee Lucas, explains how to create a customer-centric culture that’s at the heart of your organization. Aimee Lucas knows XM (experience management). After all, she […]

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17 Customer Service Quotes to Inspire Your Team

Customer service is an important part of the overall customer experience. Consumers expect excellent service and with an abundance of options, they’ll switch to a competitor if they have a negative experience. In fact, NewMediaVoice found that businesses in 2017 lost $75 billion to competitors by providing poor customer service experiences. Below are 17 customer […]

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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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Reducing customer churn for banks and financial institutions

In the banking industry, there’s no shortage of options for customers when choosing where to put their money. Where once you simply chose your local bank – after all, you needed a convenient branch to visit – now, the world is your oyster with online and mobile banking leveling the playing field. With increased competition […]

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