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Seven Top Digital Customer Experience Trends for the Next Five Years

The digital transformation trends that could make all the difference in how your customers experience you. You’re almost...
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How Domino’s Disrupted the Delivery Game to Lead in Customer Delight

Seven years ago, Domino’s Pizza was in the pits. Tasteless, unexciting food and an all-time low in its share price, the company...
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Where a Digital Customer Experience Fails: When It’s Not Designed…

With Thanksgiving turkey a distant memory - replaced by omnipresent holiday Muzak, elves and the tinsel-laden decorations in...
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Improving Patient Experience: 5 Disruptive CX Examples

According to PwC, more than half of consumers want to shop for healthcare...but their preferred method of doing so doesn’t exist...
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Insurance Customer Experience Innovation: 5 Disruptive Examples

Today, virtually every industry is ripe for disruption. The $3.7 trillion insurance industry is no exception. In many ways a...
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The False Tradeoff: Personalized Customer Experience vs. Privacy

How would you answer if every company you dealt with asked you this question: “Which is more important to you? A Personalized...
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How 44 Years in Prison Can Influence Customer Experience Design

I recently watched a pretty remarkable video on Al Jazeera about Otis Johnson, a 69-year-old man released from prison in August...
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Mobile Customer Experience Is a Must. Make Sure You Plan Accordingly

Don’t (just) listen to us on this; listen to your customers. As customer experience experts, we look at our client organizations...
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Millennials, Myths, the Digital Experience Divide

Why you should care about Millennials (Hint: They’re not just consumers…) Generation Y. Digital Natives. The Net Generation....
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Walgreens Engages TaskRabbit to Deliver Innovative Customer Service

Whatcha gonna do when the flu comes for you? You’re sick in bed, feeling like crap (headache, aches and pains). You lack the...
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Rebates and Their Impact on the Retail Customer Experience

The changing role of rebates in the era of the smart customer
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Improve Customer Experience and Satisfaction by Reducing Friction

Where friction in your customer experience occurs (and why you should care)
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Anticipating Your Customers' Needs, Amazon (and Smart Customers) Style

Either Mr. Bezos and his team of strategists read our book (did you get the copy we sent you, Jeff?) and/or Bruce Kasanoff and I...
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Relevance (Not Just Orange) Is the New Black

Your customers crave relevancy. Business or consumer buyers, your customers are overloaded with messages on a daily (as well as...
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In a Connected World, Touchpoints Need More than a Fresh Coat of Paint

Email messages, social media, targeted ads, mobile apps, and SMS all make it possible for companies to stay in contact with...
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Is Tesla’s Customer Experience Driving Car Dealers Over the Edge?

Car dealerships have long had a reputation for anticompetitive tactics and influential lobbyists. So it’s no surprise that Dealer...
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A Digital Customer Experience Case Study: Sephora’s Supremacy

A few years ago, I wrote Digital Experience: The New Heart Of Customer Engagement that makes the point that digital experience...
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Dark Patterns: the Dark Side of the Digital Customer Experience

When it comes to customer experience, my personal mission has always been crystal clear: help companies act more intelligently....
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Five Ways to Earn Customer Trust

Earn Customer Trust It’s difficult enough that companies are losing influence with their digitally-enabled smart customers. Even...
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Digital Experience: The New Heart of Customer Engagement

We all know (don’t we?) that digital customer experience is being driven by the many disruptive forces changing the face of the...
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5 Lessons Your Company Can Learn From the Cupcake ATM

What do we want? Sugar! When do we want it? Now! Earlier this year, Los Angeles-based cupcake bakery Sprinkles launched the...
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Why 'Sorry, We're Closed' May Close You Forever

Yesterday’s customers were future-oriented. “When can you get this to me?” they asked. Prices were fixed, customers came to you,...
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Customer Journey Mapping: 10 Tips for Beginners

Most executives know the importance of becoming more customer-centric. They’re also aware of the increased significance of...
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The Key to Customer Experience Is Knowing How to Understand Customers

Knowing how to understand customers is key to creating a successful customer experience program.  This lack of understanding is...
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How Smart Are Your Touchpoints?

Touchpoints are increasingly interactive (and smarter). As with the many disruptive technological innovations that came before,...
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Customer Experience: Why Now?

Let’s get right to it. For most companies, delivering a poor customer experience translates directly to lost customers and lost...
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Instagram vs. Kodak: Smart Customers Sidestep Stupid Companies

When a pre-revenue company with about a dozen employees gets a $1 billion Silicon Valley payday, tongues wag. Did Facebook pay...
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Redefining Customer Experience: CRM, VRM and “Disruptive Technologies”

Last Thursday morning, Bruce Kasanoff and I did a webinar for CustomerThink’s Thought Leadership Webinar series titled...
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How B2Bs Are Leveraging Social Media Touchpoints

While there are still some B2B executives who dismiss social media as an effective tool for engaging key audiences, the truth is...
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Co-Create a Better Customer Experience… With Your Customers

Listen, Act, Co-Create, Repeat In a classic article from 1986 entitled “What Gets Measured Gets Done,” Tom Peters says: “In the...
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