2016 Company Customer Experience Professionals Customer Insights 
Experience Matters
DECEMBER 15, 2015
With this post, I’m declaring 2016 “ The Year of Emotion.”. In the upcoming year, CX will continue to grow in importance for companies and an even larger number of organizations will begin their CX journeys. Customer journey mapping has become one of the most popular CX tools as it helps provide a customer-oriented viewpoint.
SuiteCX
JANUARY 2, 2017
As 2016 rapidly draws to a close, Customer Experience continues to be a “hot topic” on everyone’s agenda, but companies are having trouble making progress. The primary disconnects are how Customer Experience professionals present and communicate Customer Experience to the C Suite.
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SuiteCX
JANUARY 2, 2017
As 2016 rapidly draws to a close, Customer Experience continues to be a “hot topic” on everyone’s agenda, but companies are having trouble making progress. The primary disconnects are how Customer Experience professionals present and communicate Customer Experience to the C Suite.
Alida
SEPTEMBER 22, 2016
Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands.
Alida
APRIL 26, 2018
According to CMO.com way, back in 2016, 63% percent of CEOs saw rallying their organizations around the customer as one of the top three investment priorities for the year. Today, customer centricity, or some notion thereof, has become the strategic posture of almost every profitable company in existence.
ijgolding
JANUARY 15, 2016
In my experience, there are three main behaviours displayed by organisations that almost see Customer Experience more as ‘fiction’ rather than ‘fact’ – those behaviours are: 1. The Know It All’ – this type of company does not think it needs to ‘do’ Customer Experience because ‘we already do it’; or ‘we do not need to do it’.
ijgolding
OCTOBER 3, 2016
Whilst many – if not most – organisations are doing lots of ‘stuff’ connected to the Customer Experience, the reason why many – if not most – are finding it hard to SUSTAIN their organisations focus on it, is because they are failing (or unable) to connect all of the ‘stuff’ together.
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