CX LabNotes Blog

Four reasons collaboration on VoC improves CX

September 16, 2016

Gartner asserted last year that CX has become the new competitive battlefield in a much-quoted report. Despite the attention-grabbing heading, there is a lot of truth in what they said: organizations are now falling over themselves to deliver better customer experiences … Continue reading

How to create best-in-class customer journey maps

September 9, 2016

“Customer journey mapping” is a hot phrase right now in the CX industry and there is a massive appetite to fully understand how customers move through the buying cycle using this method. However, there seems to be significant confusion about how … Continue reading

Four key themes from eTail East 2016

August 23, 2016

I attended eTail East last week in Boston. As one of the main events in the online retail arena, it’s a great barometer of the key issues facing companies operating in this highly competitive space each year. Here were some of … Continue reading

Four reasons to integrate VoC with session replay

August 12, 2016

In today’s web space, you have an arsenal of applications at your disposal to help you measure, diagnose and improve customer experience. And, almost all clients I work with don’t shy away from using the “next great thing” to hit … Continue reading

Mobile is messy, but that’s no excuse

July 28, 2016

The first commercial mobile phone came to market in 1983. It was the Motorola DynaTac, the “brick” made famous by Gordon Gecko in the movie Wall Street, and it cost you a cool $3995.00.  It wasn’t smart at all. And, … Continue reading

Two key takeaways from Forrester CXNYC 2016

July 15, 2016

I recently attended Forrester’s CXNYC conference. Forrester’s events are a great bellwether for the state of CX. Their analysts have long been active in the CX space and conferences like CXNYC are full of CX stories from the trenches. The … Continue reading

OpinionLab supporting Midwestern tech scene growth

June 30, 2016

At Opinionlab, we are proud to employ some of the best technology professionals in the Midwest. Attracting this sort of talent involves supporting the communities that form around the most exciting technologies — technologies that allow us to provide the … Continue reading

The three key learnings from CXFS 2016

June 24, 2016

I recently returned from the CXFS conference in New Orleans. It was a really interesting event with some great content from some of the brightest customer experience experts at the biggest brands in the financial services industry. There were three main … Continue reading

Customer mobile expectations drive CX scores downwards

June 17, 2016

The results published in our latest Customer Opinion Index (COI) Report say a lot about exactly what is going on in CX at the moment:  namely the impact of mobile and how this is affecting customer expectations. For those of … Continue reading

To redesign or optimize your website? That is the question…

June 2, 2016

We’ve talked a lot on the CX LabNotes blog recently about how to improve your website to ensure it helps you achieve your goals, specifically why complete redesigns often fail and the value of factoring what your customers think into any decision. It … Continue reading

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