Category Archives: CX

Customer Experience Management

How your clients perceive your brand is shaped by all of their interactions and moments with your company and helps define their customer experience. Each memorable interaction helps to forge deeper client relationships, and create fans of your brand – not just consumers. Customer experience management (CEM), as defined by Gartner, is “the practice of... Read More

Beyond the Numbers: Brands Must Understand the Culture Guiding the Consumer Experience

Research is essential to the success of any brand. Both before and after going to market with new products, brands must sift through multiple layers of consumer data. Modern brands are inundated with customer data as a result—humanity creates 2.5 quintillion bytes of data daily, and that pace is only increasing. But how well do brands... Read More

This Year, Resolve to Make a Habit Out of Conversations with Customers

Countless brands talk about customer centricity as being a part of their culture, and that trend is growing. Forrester predicts that the number of customer experience (CX) executives will grow by 25% in 2020 as “CX initiatives move out of the experimental phase and prove their contributions to top- and bottom-line growth.” However, Forrester continues, many... Read More