Customer Experience

Buyer Journey vs. Customer Journey: Key Differences and Why They Matter

Let's face it: Your prospective customers don't just wake up one day and suddenly decide to buy...

Kashyap Vyas

September 11, 2024 | 14 MIN READ

Customer Experience

25 Inspiring Customer Experience Quotes to Elevate Your CX Strategy

Customer Experience is the new business battleground. As a digital-first lifestyle offers hyper...

Ruma Malia

September 15, 2024 | 8 MIN READ

Customer Experience

The Ultimate Guide to NPS: Everything You Need to Know

As a growth-focused business leader, you are already invested in tracking plenty of CX metrics....

Ruma Malia

September 11, 2024 | 14 MIN READ

Customer Experience

Sustainability: The CX Frontier That You Need to Win Now

If you are a Gen Z-focused business, you already know that customer experience is the heart of ...

Ruma Malia

September 11, 2024 | 8 MIN READ

Best Practices

Customer Experience

Professional Development

Why Over-Apologizing Is Bad For CX (And What to Fix Instead)

When results came in from the annual customer survey, Richard was shocked. What could be offens...

Ruma Malia

May 21, 2024 | 6 MIN READ

Customer Experience

Employee Engagement

Professional Development

Critical Thinking: The Skill Gap That’s Hurting CX

For years, Ben's company enjoyed high customer retention. His team regularly received feedback ...

Ruma Malia

February 4, 2025 | 5 MIN READ

Customer Experience

Technology

CX in 2025: 10 Ways AI Will Make a Difference

With or without AI, customer experience decides whether your brand has "loyalty power" or will ...

Gordon Polovin

March 6, 2025 | 10 MIN READ

Consulting

Customer Experience

4 Reasons Why Clients Want You to Drive Project Management

Project management consultant Joe was in for a pleasant surprise.  Although they'd recently be...

Ruma Malia

April 1, 2024 | 5 MIN READ

Best Practices

Customer Experience

How to Lose a Client in 10 Days: A Project Manager’s Guide

Ambar was the most diligent project manager at an IT consultancy... until her company deployed ...

Ruma Malia

March 31, 2024 | 6 MIN READ

Customer Experience

Crisis Management: How to Rebuild Trust After a Setback

In the dynamic landscape of business, trust is the cornerstone of successful relationships betw...

Cherie Foo

June 11, 2024 | 8 MIN READ