CX LabNotes Blog

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 & Robert H. Lurie … Continue reading

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 according to government figures. While this figure is continually increasing and it’s difficult to argue that … Continue reading

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 … Continue reading

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 … Continue reading

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 … Continue reading

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 existing inventories … Continue reading

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 … Continue reading

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 from their perspective. … Continue reading

Location, location, location: The key to real estate – and VoC – value

October 13, 2016

The CX LabNotes blog has long been a proponent of the power of customer-initiated engagement – that is providing your customers with the opportunity to talk to you on their terms whenever, wherever and however they want. Empowered customers – … Continue reading

Five things you need to know about customer journey mapping and VoC

September 29, 2016

I recently participated in a webinar with Bruce Temkin in which we explored customer journey mapping, Voice of Customer and how they combine to create great customer experiences. Bruce has been studying how different companies approach CX for a number … Continue reading

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