customer experience

Empathy Is the Intersection Between User, Customer and Employee Experience

PHOTO: Denys Nevozhai on Unsplash. What do design thinking, user experience, customer experience and employee experience have in common? They are all focused on empathy, learning how a person's experience with a business, product, service or employer can be improved.   Empathy is used in design thinking, UX, CX and EX to provide a better journey — that is, to improve and personalize the touch points that a person has with a...

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High-Impact Customer Experience Tactics

PHOTO: Dave Herring Forrester’s The US Customer Experience Index, 2020 (paywall) found that 27% of brands improved their customer experiences in the last year, marking a significant jump following years of minimal gains. Forrester credited the increase to a combination of customer experience (CX) professionals prioritizing high-impact projects, securing executive buy-in, evangelizing CX projects across the organization and designing experiences that emotionally resonate with customers. We asked practitioners to share their most effective...

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Where the Customer Experience Focus Is Shifting in the Immediate Future

PHOTO: Marten Newhall No one knows what customer experience will look like as states slowly start to reopen, but the one thing we do know is it will be very different than the customer experience of only a few months ago. We asked a few experts what changes they expect to see in customer experience in the near future.A Renewed Focus on User Experience Design “Because more physical experiences will shift to...

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Where Omnichannel Experiences Get Stuck

PHOTO: Matthew Brodeur As the number and variety of channels customers use to interact with brands continues to grow, delivering an omnichannel marketing strategy has remained a priority for organizations large and small. Yet six primary sticking points stand in their way. 1. Lack of Integration “Mismatched segmentation across tools is a huge issue that silos customer data, creating an inconsistent and unreliable view of customer experiences. Platforms that don’t integrate...

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