CX LabNotes Blog ( August 2017 )

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How to deliver superb omnichannel CX in a digital world according to 24,000 consumers globally

August 29, 2017

Omnichannel CX and how to optimize across channels is a huge challenge in today’s increasingly digital world. And with little wonder. A google of “omnichannel CX stats” and “omnichannel stats” quickly reveals that: 98% of Americans switch devices in the … Continue reading

Crowdsourcing your QA – how to tap into direct, indirect and inferred VoC to deliver an optimal website redesign

August 17, 2017

After leading a dozen or so major website redesigns, I am familiar with the euphoric thrill of publishing and propagating a new website.  It’s the realization of months of iterative discovery, creation and testing. Many times, however, the celebration is … Continue reading

Great digital VoC – like great CX – starts with great questions

August 3, 2017

Do your digital VoC strategies uncover highly actionable nuggets of information? Do these strategies then enable you to drive improvements against broader business objectives – such as increasing revenue and ultimately loyalty? If not, it could well be because you’re … Continue reading

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