Latest Posts
From Desktop to Mobile and Back Again: Why is responsive UX still such a challenge?
What informs users’ decisions to use one device over another? It could be any number of factors: generational…
Changing the Conversation Around the Passenger Experience
How conversational AI is improving traveller communications in aviation As is the case in many industries, airlines and…
Futurescape: What Comes After Apps, Ads, and Algorithms
There’s a phrase that comes up often in this conversation with Jess Leitch, Executive Strategy Director at frog:…
Enhancing CX Through Strategic Experimentation
Experimentation methods are critical for enhancing Customer Experience (CX) programs by validating hypotheses, identifying improvement areas, and ensuring…
Human Experience Excellence: A Transformation Story
The Power of Integrated Experience Management Organizations create magnificent individual experiences while simultaneously sabotaging their overall impact. The…
The Human Experience: Elevating Customer Connections
Enhancing customer experience is no longer a choice; it’s a necessity for companies aiming to thrive amidst tough…
The Thanksgiving Effect Might Just Make Us Better Merchants
I love Thanksgiving. It’s the one holiday that calls us to pause, reflect, and genuinely connect with others—free…
Deus Ex Marketer: What it Takes to Orchestrate Customer-Centricity in a Data-Driven World
Editor’s Note: This piece has been marinating in the backwashes of my brain for a long time –…
The Five Elements Of An Effective Customer Experience Strategy
Today, we live in the age of the customer, where customer expectations are higher than ever, and they have more…
Bridging the CX Gap: Aligning Intentions with Consumer Realities
Can the gap between what CX professionals aim to achieve and what consumers actually experience be bridged? Join…
CX vs XD: What Does CX Even Mean Anymore?
With deference and respect to our colleagues who operate in the customer service space, you seem to have…
Unraveling the Emotional Threads of Customer Satisfaction
Ever had a service interaction that left you genuinely frustrated? In this episode, we sit down with John…
Customer Service AI Bots And Humans Are Finally Getting Along
In an unsure market where budgets are always getting smaller, giving customers great experiences has become more important…
Localization and the Unspoken Hurdle to Global Expansion
Language barriers present significant hurdles to global business expansion by impeding effective communication and comprehension among stakeholders and…
Breaking Away from Traditional CX Metrics for Enhanced Engagement
In this episode, we discuss the current and future state of Customer Experience (CX) with Dave Norton, Founder…
