CX LabNotes Blog ( April 2017 )

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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 … Continue reading

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 … Continue reading

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 … Continue reading

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