Explore our latest thinking on CX, PX, Journey Mapping, and AI-Powered Transformation.
Customer Experience - CX
To scale service design with delivery, the discipline has to move beyond elegant designs and actually bring services to life. That means ... READ MORE »
Customer Experience - CX
Qualitative customer research is how you uncover why customers think, feel, and act the way they do, the deeper truths that surveys and ... READ MORE »
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Choosing among customer experience research methods means weighing trade-offs: no single approach answers every question about your ... READ MORE »
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Combining quantitative and qualitative customer data is the only way to see your customers clearly: quant tells you what they do and where ... READ MORE »
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The customer research process works best when you sequence quantitative and qualitative methods rather than picking one. Start with quant ... READ MORE »
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Email personalization is the difference between a message that feels written for you and one that proves a brand has no idea who you are. ... READ MORE »
Customer Experience - CX
Connecting TV ads to digital channels is where many brands still fall short, and the Super Bowl is the clearest annual test. In 2015's ads, ... READ MORE »
Customer Experience - CX
This omnichannel customer experience example shows how even Amazon can botch the handoff from one channel to another. When Amazon's reality ... READ MORE »
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In the debate of marketing workflow vs customer journey, the two are not the same, and confusing them is a trap. A customer journey maps ... READ MORE »
Customer Experience - CX
Setting customer expectations is one of the simplest ways to soften an unavoidable bad experience. When Uber knew Halloween surge pricing ... READ MORE »
