Customer experience (CX) measurement has been on the edge of an evolutionary tipping point for a few years now. Advancements in technology and accessibility across platforms have created higher ...

CMOs and customer experience leaders beware: A faint but gathering sense of foreboding is in the air. "Action is the foundational key to all success." ― Pablo Picasso CMOs and customer ...

Estelle Wienk is a Global Social Media Consultant at Majorel. She has 10 years of experience in social media management, driving new business in the digital space by helping to establish a successful ...

Brands that don’t clearly define their customer experience (CX) goals or use the right resources to measure analytics are usually the ones that fall to the mercy of customers switching ships ...

Navel-gazing. Companies measure in department silos, a situation that creates poor experiences across end-to-end customer journeys that cross silos. Myopia. Metrics often favor short-term wins—which ...

Thomas P. Novak, Donna L. Hoffman, Yiu-Fai Yung, Measuring the Customer Experience in Online Environments: A Structural Modeling Approach, Marketing Science, Vol. 19, No. 1, Special Issue on Marketing ...

COSTA MESA, Calif.: 2 April 2019 — J.D. Power, the global leader in data analytics and consumer intelligence, today announced it has formed an alliance with Centric Digital, a leader in digital ...

ForeSee is measuring the mobile experience for a host of organizations across the public and private sector including ABC, ESPN, The Federal Emergency Management Agency (FEMA), RIM/Blackberry, and ...

Intouch Insight Ltd. to Acquire a Customer Experience Measurement Company PRESS RELEASE PR Newswire May. 13, 2021, 08:30 AM ...

The National Broadband Network (NBN) company should report its live net promoter score (NPS) real-time customer experience measurement in order to make customer service more central to its ...