CX LabNotes Blog

Two reasons to analyze what customers say – just not what they do

May 4, 2017

In my last post, I said listening to customers and capturing feedback across all channels is a crucial step to delivering great customer experiences in today’s omnichannel world. I’ve noticed a growing school of thought in the digital …

Why two real-life “digital” customer journeys prove you need to think omnichannel

April 28, 2017

“What is our DIGITAL CX score?” is a question I often get asked when working with companies to improve their website experience. What usually prompts this question is a bunch of “non-digital” issues being reported via digital feedback mechanisms: undelivered purchases, …

5 strategies from Verizon and Luxottica’s CX playbook that prove connected VoC listening is key

April 20, 2017

I was fortunate enough to attend Next Generation CX in Carsbad, CA a few weeks back. It’s a small event with around 200 attendees but what it lacks in size it more than makes up for in quality – both …

Digital Feedback: Why you’re probably doing it wrong

April 13, 2017

Businesses around the world are aggressively driving as many customer interactions as possible to digital channels (web, mobile web and mobile apps) because it helps lower the cost of doing business—and because customers are demanding it. In fact, a recent Verint …

As a fast-growth disruptor, CX can make and then break you. Here’s how connected VoC listening can maintain your success.

March 16, 2017

Today’s business world is a strange and fascinating place, filled with companies hellbent on disrupting long standing industries.  They’re founded by people who looked at a ubiquitous aspect of modern life and came up with an idea to make it …

Is your omnichannel strategy customer-centric or self-centric?

March 9, 2017

Omnichannel is an area where many organizations have been investing time and money over the last few years. By enabling seamless communication across online and offline channels, omnichannel strategies should equally benefit both companies and their customers. However, a common mistake …

We surveyed financial services CX leaders and here are 4 things we learned

February 27, 2017

We recently commissioned an independent survey of financial services customer experience leaders to understand CX performance across the industry. Here are four key learnings that quickly became evident: Learning 1: 50% do not have a dedicated CX department There has been much talk …

4 things you need to know about mobile CX in financial services

January 27, 2017

The Fed claims 53% of smartphone owners with a bank account use mobile banking, while a survey of lenders reveals that mobile payments are now in moderate or high demand by 63% of customers.

OpinionLab Toy Drive supports Chicago children’s hospital

January 17, 2017

[+] Impact, our Corporate Social Responsibility Group, was delighted to organize a Toy Drive in the OpinionLab Chicago office in the run up to the Christmas holidays in support of a local children’s hospital. The Ann & …

6 ways to gain buy-in for in-store VoC feedback

January 9, 2017

Despite scare mongering that the store is dead, ecommerce still only accounted for 8.4% of total retail sales for the third quarter of 2016. While this figure is continually increasing and it’s difficult to argue …

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