CX LabNotes Blog

5 ways to prepare for a new era of Customer Experience

March 25, 2019

If you’re familiar with the Gartner Hype Cycle, you’re probably familiar with the “peak of inflated expectations” and the “trough of disillusionment” that are precursors to the “plateau of productivity” represented by emerging technologies. While Customer Experience (CX) is not … Continue reading

One plus one equals three: ForeSee joins the Verint family

January 14, 2019

Verint’s recent announcement about the acquisition of ForeSee was for me the satisfying realization of a long held vision of the ultimate approach to digital customer experience (CX). I had the fortunate opportunity to work at both ForeSee and OpinionLab … Continue reading

Key Learnings from Cyber Monday 2018

December 18, 2018

While Cyber Monday 2018 was a huge success for online retailers, with U.S. sales jumping 19.7% over 2017 to $7.9 billion according to Adobe, results could have been even higher if online retailers addressed key issues that are creating poor customer … Continue reading

A new era for digital Voice of the Customer

December 17, 2018

The market we made 1999 was a seminal year for the web. Y2K established the need for more agile approaches to coding. Myspace was introduced on the internet signaling a new era of social media. IE v5 launched as a … Continue reading

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

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