CX LabNotes Blog

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We surveyed financial services CX leaders and here are 4 things we learned

February 27, 2017

We recently commissioned an independent survey of financial services customer experience leaders to understand CX performance across the industry. Here are four key learnings that quickly became evident: Learning 1: 50% do not have a dedicated CX department There has been much talk …

4 things you need to know about mobile CX in financial services

January 27, 2017

The Fed claims 53% of smartphone owners with a bank account use mobile banking, while a survey of lenders reveals that mobile payments are now in moderate or high demand by 63% of customers.

OpinionLab Toy Drive supports Chicago children’s hospital

January 17, 2017

[+] Impact, our Corporate Social Responsibility Group, was delighted to organize a Toy Drive in the OpinionLab Chicago office in the run up to the Christmas holidays in support of a local children’s hospital. The Ann & …

6 ways to gain buy-in for in-store VoC feedback

January 9, 2017

Despite scare mongering that the store is dead, ecommerce still only accounted for 8.4% of total retail sales for the third quarter of 2016. While this figure is continually increasing and it’s difficult to argue …

13 surprising stats about mobile and what they say about CX

December 9, 2016

Growth in mobile usage and its impact on both consumer habits and customer experience is not a new story. But more and more this mobile growth is translating into hard dollars. On Cyber Monday 2016, sales completed through mobile devices for …

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 …

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