Thought leadership in Customer Experience Management
Summary of the seminal article "Customer Experience Transformation and Management" with new infoposter. High-level action plan to building a sustainable customer experience management practice. Read more >>
Latest Blog Posts
Tagged: Customer Experience
Most Read in Psychology
This journal emphasizes the importance of emotion in consumers’ purchasing behavior and highlights marketing research techniques that can help better understand these aspects.
People have limited working visual memory and filter out a lot of things in their every day lives. So how can advertisers have our interest in a world overloaded with messages competing for our attention?
With the increasing popularity of the term customer experience also comes confusion on its definition, giving the advantage to organizations that understand and have a genuine commitment it to further differentiate themselves from those who don’t.
Customer experience is a multichannel, cross-departmental concern and while every department in the company affects the customer experience, the role of managing it should belong be a new, separate function with leverage across the organization.