Is Your CX an Awkwardly Long Hug?

August 8, 2019 Everyone’s grumbling about customer experience getting worse. Is it our imagination? Nope. It’s a real thing. At least that’s the findings from a report from Oracle and Customer Experience Expert Jeanne Bliss. The new study, One Size Doesn’t Fit All, highlights the lousy experience consumers have with brands. In fact, 82% give brands the thumbs down. Tapping …

Why Customer Experience Is Failing

May 1, 2018 By Carlos Hidalgo A recent headline read as follows, An Inconvenient Truth: 93% of Customer Experience Initiatives are Failing . . . To Differentiate.  The article, written by Bob Thompson goes on to detail various issues most organizations experience that prevent them from achieving customer experience success. It is hard to argue with the points in the …

3 Top Trends in Customer Experience

May 9, 2017 by Carla Johnson I remember seeing the first Terminator movie. Holy crap, the machines scared me. They felt no pity, no remorse, no pain, no fear. It was a far-fetched idea in 1984, but now that our vocabulary is infused with artificial intelligence and virtual reality, some people have a great deal of empathy with Sarah Conner. …