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Customer Experience

Why Diversity Matters In Customer Experience

Shonnah Hughes is a diversity and inclusion strategist in the CX space, focused on improving organization and community learning, relationships and reputation.

Customer Experience

This Company is Changing the Lunch Break Experience

No company today can be successful, get more investors, or sell if they’re not following the data in their business.

Digital Experience

How Discover Card Uses Voice Of The Customer To Improve Digital Experience

At Discover, we celebrated the high “bounce rate” on our website because we knew the change had delivered exactly what customers wanted. They were immediately logging out because they had found what they were looking for almost immediately.

Customer Experience

How Does Supply Chain Impact Customer Experience?

One of the silver linings here that comes out of the pandemic, which has been such a tough time for everybody, is the additional recognition of the supply chain, the work force and all the folks and organizations and entities that keep things moving. It keeps the economy moving ahead and makes sure consumers have what they need, because that demand only gets higher and higher.

Customer Service

Why Is The Experience Of Waiting On Hold Always Exactly The Same?

Waiting on hold is still one of the most common customer pain points, as it has been for years. And due to short staffing across many industries, hold times seem to be on the rise. So why don’t companies give any thought to making the wait-on-hold experience more tolerable?

Customer Experience

How Creating Distinction in the Marketplace Creates Meaningful Customer Experiences

Toys R Us was a company that, when they went out of business, the store looked exactly like it did when I was a kid. It had never changed. It was just products on a shelf. Whereas you compare it to something like the Lego Store where throngs of kids rush to the Lego Store because they know they can play with Legos and they can have an experience while they’re there.

The Experience Maker™

Customer experience content for forward-thinking businesses

Actionable tips, valuable content and exclusive insights on how companies are creating remarkable experiences to stand out from the crowd.