How Excellent Customer Service Can Retain Customers
We’ve all heard the quote: it takes five times as much money to acquire a customer as it does to retain one. For some industries, acquisition is key, but there…
Customer Service Trends Report 2024
AI is revolutionizing customer service at an unprecedented pace The arrival of modern, generative AI is as significant as the birth of the internet. It’s set to disrupt all industries…
Adobe FrameMaker Essentials Part 8: Streamlining your Workflow
Adobe FrameMaker EssentialsPart 8: Streamlining your Workflow Recording The recording of this webinar is now available on YouTube here. The recordings of all sessions of the FrameMaker Essentials series are…
Books About Customer Experience: 9 Best Reads for CX Professionals
When it comes to understanding customer satisfaction, books on customer experience management are essential tools. They provide insights into how to keep customers happy and loyal. Did you know, according…
Experiences Designed for Everybody Satisfy Nobody
In my role as Heart of the Customer’s mapper-in-chief, I get the opportunity to view a lot of journey maps. Beautiful ones, ugly ones, those built to drive change, and…
What’s in a Name? Your Ability to Please Your Customers
I’ve always been a big reader, but the pandemic has given me even more time to indulge my passion. I recently devoured Conscious Capitalism, by John Mackey and Rajendra Sisodia.…
Customer journey mapping tools don’t address the most critical challenges
There are a ton of journey-mapping tools out there. I’m most familiar with Touchpoint Dashboard, but I’ve had demos from many others. They all excel at certain components of journey…
Driving CX Excellence: Bridging Technology and Human Connection for Increased Sales and Lasting Loyalty
What makes your brand stand out to customers? Without a way to impress customers and make a true, emotional connection, brands won’t differentiate themselves from their many competitors. In a…
Revolutionizing Customer-Centric Solutions with AI-Powered Advanced Personalization
Personalization is a significant customer expectation — and one many organizations haven’t achieved yet. According to McKinsey & Company, 71% of consumers expect companies to deliver personalized interactions, and 76%…
Customer Experience Matters!
The Content Guide to Better CX Over the past few years, customer experience (CX) has become a focal point for businesses looking to create value in an increasingly competitive landscape.…