CX LabNotes Blog

Our blog features the latest views from across our business. Subscribe to have each post sent directly to your inbox.​

3 huge future customer journey mapping trends you need to know about

October 25, 2016

‘Customer journey mapping’ is a widely accepted practice for customer experience teams right now as they seek consistency across all channels and touchpoints. According to McKinsey, you should “(pay) attention to the complete, end-to-end experience customers have …

Location, location, location: The key to real estate – and VoC – value

October 13, 2016

The CX LabNotes blog has long been a proponent of the power of customer-initiated engagement – that is providing your customers with the opportunity to talk to you on their terms whenever, wherever and however they want.

Five things you need to know about customer journey mapping and VoC

September 29, 2016

I recently participated in a webinar with Bruce Temkin in which we explored customer journey mapping, Voice of Customer and how they combine to create great customer experiences. Bruce has been studying how different companies approach …

Four reasons collaboration on VoC improves CX

September 16, 2016

Gartner asserted last year that CX has become the new competitive battlefield in a much-quoted report. Despite the attention-grabbing heading, there is a lot of truth in what they said: organizations are now falling over themselves to …

How to create best-in-class customer journey maps

September 9, 2016

“Customer journey mapping” is a hot phrase right now in the CX industry and there is a massive appetite to fully understand how customers move through the buying cycle using this method. However, there seems to be significant confusion about how …

Four key themes from eTail East 2016

August 23, 2016

I attended eTail East last week in Boston. As one of the main events in the online retail arena, it’s a great barometer of the key issues facing companies operating in this highly competitive space each year. Here were …

Four reasons to integrate VoC with session replay

August 12, 2016

In today’s web space, you have an arsenal of applications at your disposal to help you measure, diagnose and improve customer experience. And, almost all clients I work with don’t shy away from using the “next great thing” to hit …

Mobile is messy, but that’s no excuse

July 28, 2016

The first commercial mobile phone came to market in 1983. It was the Motorola DynaTac, the “brick” made famous by Gordon Gecko in the movie Wall Street, and it cost you a cool $3995.00.  It wasn’t smart at all. And, …

Two key takeaways from Forrester CXNYC 2016

July 15, 2016

I recently attended Forrester’s CXNYC conference. Forrester’s events are a great bellwether for the state of CX. Their analysts have long been active in the CX space and conferences like CXNYC are full of CX stories from the …

OpinionLab supporting Midwestern tech scene growth

June 30, 2016

At Opinionlab, we are proud to employ some of the best technology professionals in the Midwest. Attracting this sort of talent involves supporting the communities that form around the most exciting technologies — technologies that allow us to provide the …

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