#CXTHUS Exchange Insights – winners and losers?
Attending conferences is a significant investment of both time and money. Even if you are speaker at the conference, like I was last week, the time away from your non-stop…
Would You Pitch In To Save Toys “R” Us For Your Children To Experience? #ToysRUsGoFundMe
Last week we laid out the big moves that the leadership of Toys ‘R’ Us failed to take to evolve with customer needs. This week, billionaire Isaac Larian set up a GoFundMe…
Do You Know Why The Iconic Brand Toys ‘R’ Us Closed Doors Despite All Our Memories? #RetailBlues
The year is 2016. You are the CEO of Toys ‘R’ Us. Your brand still controls 13.6% of the toy market although the company is highly leveraged, a strategy of…
Customer Experience Audit: New York Times Beats Google
Editor’s Note: This post is part of a series of Customer Experience Audits. See all audits. The newspaper industry is one of the most disrupted in the past decade. Newspapers…
Where Should CX Sit at the Table?
Before we begin talking about where CX should sit in the organization, I want to clarify one thing. Customer Experience is not a single person.
Customer Experience Design – Make the Customer Know Who You Are
Now that we have helped you become experts in the design of space and function and the design of feelings, it is time to turn our attention to aesthetics, and to connect customer experience…
Customer Experience Design – How Do You Want Customers To Feel?
Last week, we talked about CX Design in terms of space and function. Today, we continue our CX design journey to talk about the design of emotions and feelings. The new…
Why I Don’t Love Chatbots
Today, we tackle the value proposition that chatbots are more valuable to companies than customers. I reject this. The ROI simply is not there, especially since better customer experience is…
CX Design Makes Form and Function Beautiful – and Cosmopolitan Magazine Notices
At its core, design is about value creation. In the world of Customer Experience, value-driven design requires CX professionals to use empathy to imagine a future customer experience that is…
Customer Engagement ROI
We have discussed the power of employee engagement for your brand. And we have explained the true meaning and ROI of a working corporate culture. Now, it’s time to examine…