CX LabNotes Blog

Do you have a customer experience blindspot?

June 8, 2017

In my last blog, I explained why listening to customers can provide greater customer understanding than merely observing their behavior. Many companies seem to agree as evidenced by the number of Voice of the Customer (VoC) programs that exist and … Continue reading

Raiders of the Lost Omnichannel Experience

May 30, 2017

<Warning:  This blog contains spoilers for a 36-year-old movie>. My parents purchased their first VCR in 1984, and one of the first movies they bought on VHS was Raiders of the Lost Ark. I must have watched Indiana Jones do … Continue reading

Two reasons to analyze what customers say – not just what they do

May 4, 2017

In my last post, I said listening to customers and capturing feedback across all channels is a crucial step to delivering great customer experiences in today’s omnichannel world. I’ve noticed a growing school of thought in the digital world that … Continue reading

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

As a fast-growth disruptor, CX can make and then break you. Here’s how connected VoC listening can maintain your success.

March 16, 2017

Today’s business world is a strange and fascinating place, filled with companies hellbent on disrupting long standing industries.  They’re founded by people who looked at a ubiquitous aspect of modern life and came up with an idea to make it … Continue reading

Is your omnichannel strategy customer-centric or self-centric?

March 9, 2017

Omnichannel is an area where many organizations have been investing time and money over the last few years. By enabling seamless communication across online and offline channels, omnichannel strategies should equally benefit both companies and their customers. However, a common … Continue reading

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 … Continue reading

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. These numbers are only likely to … Continue reading

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