CX LabNotes Blog

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7 crucial CX lessons from the Cyber 5 weekend

November 30, 2016

The Thanksgiving Holiday period is the busiest shopping weekend in the year, with retailers falling over themselves to grab their share of ecommerce and in-store dollars. In amongst all the madness, there were some valuable lessons. Here are a few …

Verint Extends Voice of the Customer Suite to Digital Engagement with Acquisition of OpinionLab

November 21, 2016

Now, if a customer can say it, write it or click it, Verint and OpinionLab VoC solutions can collect, analyze and enable organizations to take action on it. Verint and OpinionLab are now one! With more customers than ever taking a …

Eight critical omnichannel stats to inform your CX strategies

November 9, 2016

Omnichannel fulfillment strategies, such as “Buy online, pick up in store” (BOPUS for short) or click-and-collect, can provide a win-win for both you and your customers. You will be able to take full advantage of cross-selling, promotions, and …

3 key takeaways from Forrester CXSF 2016 for CX professionals

November 1, 2016

I was fortunate to attend the recent Forrester CXSF show in San Francisco.  As I spoke with customers and analysts, and listened to the keynote presentations, I found emerging commonality across three main themes: 1) Mobile is a mainstay Mobile as a …

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 …

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