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10 questions to ask when starting a B2B CX program

How do I deliver a great business-to-business (B2B) customer experience (CX)? This is a question we increasingly hear leaders from B2B organizations asking. And with good reason. By 2020, Accenture I...

By Craig James


The psychology and importance of online reviews

What makes customers write reviews? Why are reviews so powerful? And how can you make them work for your business? The feedback medium for every context The review is now a near-ubiquitous part of t...

By Sarah Fisher


How to create better experiences in the hospitality industry

There’s no denying that the tourism industry is one of the largest industries in the world. According to Statista, 1.323 million international tourists traveled in 2016 and the total contribution of...

By Diana Kaemingk


8 ways to improve Customer Experience (CX) by empowering employees

If you’re looking to raise the bar on customer experience, look no further than your employees — harnessed in the right way, they’re one of the most effective levers any organization has. Find o...

By Elizabeth Kampf


The journey to product-market fit using Customer Experience data

The product-market fit (PMF) is one of the most important stages of a product’s lifecycle. Many startup businesses have tried to find it but failed. The reason? They didn’t understand their custom...

By Aggelos Mouzakitis


It's time to modernize HCAHPS around experiences

I am grateful to Centers for Medicare and Medicaid Services (CMS) for their tremendous impact on the movement of patient experience in healthcare – but it’s time to modernize the program. Prior...

By Susan Haufe

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