Customer experience (CX) programs that have been running for several years are often in a Catch-22: the program has lost buy-in because it is not perceived to produce actionable insights; however, ...

By Ken Ewell, Chief Customer Officer, Momentive For most organizations, CX is a strategic asset, and yet so many Chief Customer Officers like myself struggle to understand where they stand today and ...

In the world of seemingly identical customer experience (CX) programs, differentiation is the unsung hero that can set your company apart from the competition. Kantar asserts in its company blog that ...

Customer experience (CX) programs that exceed management expectations are 2.3 times more likely to have CX efforts in marketing not primarily focused on the path to purchase but on the journey after ...

About VistaXM VistaXM is the creator of CX-as-a-Service (CXaaS), a fully managed customer experience delivery model built for mid-market B2B companies. VistaXM operates complete CX programs end-to-end ...

THE CHALLENGES OF 2022 will create an inflection point for customer experience (CX) programs in 2023—and many will not survive. Last year was a rough one for CX programs as companies lost their focus ...

The challenges of 2022 — when companies lost their customer focus amid rising customer expectations and a worsening economy — will create an inflection point for customer experience (CX) programs in ...

Survey of 160+ CX decision makers at global enterprises finds customer frustration with automation and chatbots to be top challenge in delivering effective customer service Value-based routing–the ...

In today’s competitive legal market, having a robust Client Experience (“CX”) program can be an important tool in the client retention and business development toolbox. The hybrid workplace may have ...