It’s the beginning of a new year, usually the time when we set unrealistic goals for ourselves that last a few weeks at best. I think we should do things differently this time around. It’s 2020, the start of not just a new year, but also a new decade. The opportunity to reset, recharge, […]
Recharge The Nordic Way: Hello Hygge!| Confirmit Read More »
Customer experience is at a crossroads. For years it has been hailed as the silver bullet. The approach that will overcome product and price homogeneity and create meaningful differentiation that drives loyalty. And, in theory, that’s all still the case. Download The challenge is that the reality
How to Ensure your CX Program has 2020 Vision Read More »
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
people don’t care as much as you want Read More »
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
The Secret Elixir in CX Read More »
This research, based on one of the most comprehensive global surveys of over 800 CX practitioners, shows a huge opportunity for CX teams to evolve, grow and drive business change. DOWNLOAD The gulf between those programs that are delivering on the promise of business success and those
Customer Experience Industry Report | Confirmit Read More »
Every organization wants happy customers! According to Forrester Research1 experience-driven businesses grew revenue 1.4 times faster year-on-year. Happier customers ultimately mean more revenue. We often find companies pay particular attention to individual touchpoints and transactions, and as a result are less informed of their customers’ end-to-end experience. Companies with this siloed vision miss crucial interactions
Connecting Data to Map your Customers’ Journey Read More »
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
Pieces of the Puzzle | Confirmit Read More »
…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
Are You Ready for Some Football?| Confirmit Read More »
Not seeing the results or improvements you expected to see from your customer listening efforts? Why is that? What’s going on? I’ve been known to cite two reasons for VoC program ineffectiveness: Companies simply “collect feedback,” just like some people collect stamps, which requires you to: buy the stamps, put them in a book, put
5 Fails to Avoid with Your VoC Program Read More »
Do your digital VoC strategies uncover highly actionable nuggets of information? Do these strategies then enable you to drive improvements against broader business objectives – such as increasing revenue and ultimately loyalty? If not, it could well be because you’re asking your customers the wrong questions. Great digital VoC programs lead to great CX. But
Great Digital VoC – Like Great CX – Starts with Great Questions Read More »
