Customer Experience

September 5, 2024

Customer Experience

Understanding Customer Retention

What is customer retention — the metrics, and the benefits? Learn why understanding customer retention helps brands elevate their customer…

August 15, 2024

Customer Experience

How to Measure CX with Customer Journey Metrics

Here’s how to choose customer experience metrics and measure the performance of CX to optimize interactions across every touchpoint in…

August 13, 2024

Customer Experience

Customer Experience vs. Customer Success: Learn the Key Differences

What is the difference between customer experience and customer success? We break down the differences  — and explain how they…

August 6, 2024

Customer Experience

Going Beyond the Survey: How Meta Reality Labs Operationalized CX

The CX team at Meta Reality Labs share their best practices for improving the customer experience — going beyond surveys…

July 23, 2024

Customer Experience

The Modern Approach to Customer Journey Analysis

Thanks to customer journey orchestration, our understanding and management of customer journeys has improved significantly. As related analysis platforms have developed,…

June 20, 2024

Customer Experience

What is a Chief Experience Officer? The Qualities to Hire the Best CXO to Lead Your Organization

What is a chief experience officer? Why does my business need a CXO? And how should I hire the right…

June 18, 2024

Customer Experience

How to Conduct a Voice of Customer Analysis: A Step-by-Step Guide

Whether you’re in customer service, digital, marketing, sales, or customer experience (CX), gathering customer feedback as part of a comprehensive Voice…

June 11, 2024

Customer Experience

Winning Personalization Examples for a Better Customer Experience

Add these personalization examples to your playbook to improve customer experiences, drive customer loyalty, and accelerate financial outcomes for your…

May 31, 2024

Customer Experience

How to Optimize Customer Journey Touchpoints (with Examples)

Your customers’ journeys from awareness to advocacy may be measured by how much they buy and how much they spend,…

May 30, 2024

Customer Experience

What Is Personalization? Meaning Defined

Here we explore what personalization means — for customers and businesses.  Personalization is a top priority for companies across industries,…