Apr 5, 2022
Sean Albertson, head of client experience measurement and analytics with Charles Schwab, began his CX journey on the front lines in contact centers in the mid-1990s. He managed service teams, quality and training programs, and created knowledge management tools early in his career.
Moving into this century, Albertson...
Mar 22, 2022
Customer experience professionals often turn to surveys to measure customer feedback. But what are your surveys telling you? Multiple-choice answers provide data, for sure, especially when scaling feedback from hundreds of customers.
But do you know how customers truly feel when they leave an interaction with your...
Mar 8, 2022
According to the CMSWire State of Digital Customer Experience 2021 report, there is a growing body of research and anecdotal evidence to suggest the positive impact good employee experience (EX) has on customer experience, particularly in high-touch sectors.
Around three quarters of respondents view digital...
Feb 8, 2022
Scott Brinker has had his eyes on the marketing technology landscape for decades. As author of the Chief Marketing Technologist blog and creator of the Martech Supergraphic, Brinker often notes growing trends in martech.
One of his emerging trends is low- and no-code tools. Gartner estimated that enterprise low-code...
Jan 25, 2022
The need to understand customer behaviors may never be as great as today. Customers are proliferating digital channels thanks to the digital acceleration that began in 2020 and extends today. And companies need help.
In fact, only 11% of organizations say they currently understand customer behavior well, according to...