The annual Customer Experience Predictions report helps CX practitioners plan ahead as they position their businesses to exceed the ever-changing expectations of their customers. Based on primary research and in-depth conversations with CX Leaders, including Confirmit’s Claire Sporton, the report presents insight on the elements that are shaping customer expectations for 2020 […]
Someone once said, ‘don’t mistake your own enthusiasm for someone else caring’. I can’t remember who said it. I could use Google to find out. It may even have been me during one of my more catty moments. Either way, it seems applicable to some of what follows. I’ve recently attended several
Over the years I have measured what customers say and feel about iPhones/iOS and Samsung mobile devices/Android OS. Without fail, the Samsung/Droid combo wins the head-to-head comparison, earning stronger scores on performance and function from its users than iPhones receive from its customers. And, without fail, iPhone users exhibit stronger loyalty to and engagement
Employee Experience (EX) is the new kid on the block, and organizations, both consultancies and enterprises, are trying to get to grips with it. What does it actually mean? How to define it? Josh Bersin gave his perspective by saying: “All the programs we’ve invested in over the years (employee engagement, diversity and inclusion, leadership
There are a lot of pieces to the puzzle of delivering a world-class customer experience. The good news is that there are tried and true methods of working on this puzzle. Just as with any puzzle, there is a path to success – and a little guidance can be invaluable. Before I
…Wait, that’s not right. I meant Insurance Experience. Earlier in the month, we held our 6th Annual Insurance Summit at MetLife Stadium, home of the NFL teams New York Giants and New York Jets. We truly had a blast this year where the overall theme was revolutionizing the insurance experience. At
For those of you that follow our events, you’ll know that we’ve had a bit of a rock star theme going on this year. The Confirmit team has hosted fantastic events in New York and London already – and now it’s Sydney’s turn to step into the spotlight. On 25th September, we’ll be
You’re probably aware of CX Day by now, but if you’re not, it is the brainchild of the Customer Experience Professionals Association (CXPA), a global non-profit organization specializing in the advancement and cultivation of the customer experience profession. This year, it takes place on October 1st and it promises to
Improving the customer experience (CX) is on the priority list of just about every organisation globally these days. Yet it feels like little genuine progress has been made. It is still too difficult to discover new products on the web, find merchandise information and even purchase goods online, especially if companies were truly as customer-centric
Last New Year’s, I wrote a blog post entitled, “All Your Customers Want for the New Year is a Good Customer Experience”. In the post, I retold my experience trying out Amazon Prime for the first time as well as a terrible experience with a website theme company. My main point was that you shouldn’t
3 Ways You Can Improve CX This Year By Focusing on Yourself Read More »
