Category Archives: Customer Experience CX

Poll Timing Dilemma

an unintended consequence of the premature poll is the very low customer engagement rate that motivated the company to initiate the premature poll in the first place. Continue reading

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How Singularity Kills Customer Experience Management

The pitch may have changed, but the singular focus on cost reduction did not. And that will turn CEM into another fad like it did turn CRM into more efficient, i.e. inexpensive way to provide sales management reporting and low cost customer support infrastructure Continue reading

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Voice of Customers Challenge to Product Managers

Many practitioners are convinced that customers do not know what they want, until they experience a remarkable product they cannot live without. Continue reading

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Which is a better investment – Customer Experience or Brand Management?

New research published in the Harvard Business Review examines trends of brand and customer value components as percentages of overall enterprise valuation Continue reading

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Innovation and Customer Experience

The domain of innovation is not defined by the best features, specifications or market segmentation, but by consistent simplification of the target customers’ experience Continue reading

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