SlideShare: Take Customer Experience Seriously

Customer experience management software is everywhere. From big platforms like Qualtrics and Medallia, to cheap tools offering free plans and simple summaries. This explosion of customer experience management software explains why every company everywhere is sending surveys. But what’s the quality of those surveys? Usually poor. We know they’re not actionable because, even as companies […]

Customer experience research is evolving rapidly—especially for B2B companies, where their high-value relationships demand precision insights. That’s why earlier this month, for our B2B CXPA Roundtable, I hosted Matt Egol, Jack-Morgan Mizell, and Gillian Salerno-Rebic to explore the possibilities and limitations of using AI for research. I posed questions to the group to get their take […]

You’ve probably been on the receiving end of a bad survey. Maybe it asked you to rate a delivery you never received. Or it forced you to choose between three irrelevant response options, none of which applied to you. Or perhaps you actually took the time to explain a problem in your own words, and […]

Just as customer satisfaction surveys reveal gaps in happiness, the right customer experience software bridges them; It helps you meet customers where they are and deliver personalized support every step of the way. Today’s rising CX demands mean AI, omnichannel engagement, and deep personalization are no longer “nice-to-have” in your customer data platform—they’re essential features […]