Content Too many brands treat checkout like the end of the story. But the real story begins afterward, in the moments when customers decide whether that purchase was worth it. What happens after the sale defines how customers remember your brand. It’s the difference between a transaction and a relationship. Post-purchase engagement is where true […]
Content Walk into any brand’s inbox and you’ll see it: feedback everywhere. Customers leave reviews, fill out surveys, post comments, and call support lines. The pace is relentless, and no team, no matter how dedicated, can keep up. But every missed opportunity isn’t just a data point lost; it’s a moment of trust slipping away. […]
Content Consider a few prompts customers may give AI in retail scenarios. “Why can’t I use my promo code on this item?” “I’m looking for boots with a heel no higher than 2 inches, camel brown, real leather, comfortable, and under $150.” “My order’s delayed. Can I cancel it and get something else that’ll arrive on time?” These are just a few examples […]
Content The best CX strategies don’t start with a survey or a scripted interview. They start with silence, listening without saying a word. Every day, customers leave a trail of unfiltered thoughts across the digital landscape: reviews, social posts, chat transcripts, and open-text survey responses. This unstructured feedback reveals more than a score ever could, […]
Content Customer experience in retail is at a tipping point, and loyalty is on the line. As retailers eagerly race to embrace digital innovation, many are unintentionally abandoning the very thing that drives their bottom line: trust. And without trust, retailers won’t gain the competitive edge necessary to leave a lasting mark in a highly […]
Content Trust in banking is at a turning point. As financial services continue to rapidly accelerate toward digital transformation, a new challenge has emerged: earning (and keeping) trust across a multigenerational customer base. While digital banking promises speed, convenience, and scale, it also introduces friction. Younger consumers expect hyper-personalized, tech-powered experiences. However, older generations want […]
Content Before you can turn feedback into momentum, you need to identify the biggest VoC mistakes to avoid—the silent killers of many CX programs. Most organizations aren’t short on customer feedback; they’re drowning in it. Customer feedback floods in from surveys, chats, complaints, and clicks. But more data doesn’t mean more clarity. Collecting feedback doesn’t […]
Content The insurance customer experience is at a tipping point. Imagine this, you’ve just had an accident. You reach for your phone, only to get stuck in a maze of outdated forms across digital channels, long hold times, and robotic scripts. Stress turns into frustration. That’s the old way. And policyholders aren’t having it anymore. […]
Content In today’s digital workplace, employees are already juggling multiple platforms, logins, and dashboards—each vying for attention. If a dashboard isn’t intuitive, relevant, or clearly valuable, it becomes just another tab to ignore. And with shrinking attention spans and pressure to act fast, end users need more than just data—they need CX dashboards that are […]
Content CX has a measurement problem, but not the one you think. There’s more data than ever: NPS charts, CSAT dashboards, comment tags, real-time alerts, and more. And yet real change is still moving at a glacial pace. We’ve built machines to measure the customer. We just haven’t figured out how to move for them. […]
