A Framework for Customer Experience Improvement Programs

Most organizations are well aware that they need to improve their customer experience either to drive revenue or to achieve customer satisfaction improvement as an end in itself. If you are reading this, you are probably also sold on the need to think cross-functionally and in terms of customer journeys or how customers go about […]

Why customer experience is more important than customer service

The terms customer service and customer experience (CX) are often used interchangeably. However, they don’t really mean the same thing. More importantly, though, having a clear difference between the two understood is helpful in clarifying what initiatives are supposed to accomplish and how wide their scope. The short version: Service is reactive. It is what […]

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