CX LabNotes Blog

Happy CX Day! Here’s an infographic to celebrate.

October 2, 2018

Today is one of the best days of the year – no, not Christmas, it’s CX Day! Customer experience is hard but – as we all know – can deliver tremendous business benefit if it’s done right. To recognize this … Continue reading

Share your data the way kids share their toys

July 20, 2018

Several months ago, I wrote a blog describing how my 5-year old daughter influenced my thinking in planning sessions I had with various CX leaders. Those interactions got me thinking more about the parallels between the challenges of raising good kids and … Continue reading

Three ways to ensure your CX initiatives drive desired business outcomes

May 15, 2018

I just returned from a fantastic two days in New Orleans at the CXPA Insights Exchange.  New Orleans is one of my favorite cities – it had been over a decade since I have been there and it was great … Continue reading

2017 proves a productive year for OpinionLab CSR team

March 6, 2018

[+] Impact, which spearheads OpinionLab’s Corporate Social Responsibility efforts, did some fun and rewarding activities over the past year. Back in May, one of our developers, Mitchell Szczepanczyk who taught our “Hour of Code” lesson to a Chicago Public school … Continue reading

How blockchain is shaping customer experience

February 14, 2018

Guest post from Tim Carrigan, Consulting VP at Andrew Reise. 2017 was a year that ushered in several new words into our vocabulary … fake news, fidget spinners, and of course … Bitcoin. While we will intentionally avoid discussion on … Continue reading

Omnichannel experiences are critical but must drive tangible business benefits to be successful

January 16, 2018

“Omnichannel” has been a buzz word in CX circles for a while now. Which makes complete sense. Whereas before you were in control, your customers now want to engage with you on their terms whenever and however they want. And … Continue reading

What your CX program can learn from my five-year-old daughter

December 19, 2017

My strong-willed daughter just turned 5 and I have noticed a recent change in her vocabulary as her favorite word is shifting from “no” to “why”.  She still uses “no” a bit more than I would prefer but “why” is … Continue reading

Why your biggest CX issues shouldn’t always be your top CX priorities

November 9, 2017

Improved customer experience can have huge and widespread impact on success against broader business objectives – such as increasing revenue and improving customer loyalty. But only if they’re focused in a way to drive biggest bottom-line impact. I’ve worked with … Continue reading

How to nail a successful website redesign in six steps

October 24, 2017

A website redesign is a commonly employed tactic for companies seeking improved digital results. The thought process goes something like: I’m not achieving the traffic, engagement or sales I want online because my site sucks. That may very well be … Continue reading

Since when did CX become a “Game of Thrones”?

September 12, 2017

You’d have to have been starved of internet access not to realize the Game of Thrones (or GoT for short) season finale aired recently. I’m a big fan of the show, having seen all episodes and read all the books. … Continue reading

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