CX Decoded By CMSWire

Leonardo Da Vinci revolutionized the way people were painted during the Renaissance, and his "Mona Lisa" is the most famous painting in the world and is a cultural icon for beauty, in part due to what is usually described as her alluring and mysterious smile. What has made the "Mona Lisa" so popular for more than 500 years? It can be boiled down to one word: innovation.  Da Vinci was an innovator...

Thinking about getting the latest CX and marketing tools for your customer service agents or possibly investing in some artificial intelligence? Are you wondering whether the pandemic ended up hurting or helping digital customer experience? And just how is the recession impacting what CX decision-makers are focusing on? Or perhaps you're wondering whether interest is growing — or diminishing or ev...

A recession can be like preparing to go backpacking. You have to decide what you need, what's unnecessary and what might potentially weigh you down.  CX leaders have to make similar decisions to successfully trek the current economic landscape. They too have to pick and choose needs, cull waste and protect the integrity of their teams — all while serving their customers flawlessly.  Tina Dobie is...

Avoiding unhappy customers is what everyone wants to do, right? But listening to our most vociferous critics is not always easy because they're not going to pussyfoot around with you. According to this episode's guest, it's our angry, enraged customers who are our Golden Tickets to success. Shaking down happy customers about why they like you won't help you understand areas you need to improve, sa...

The concept of transformation has been center stage for businesses around the world for some time now, but taking a moment to reflect on what transformation actually means could radically change organizations seeking new life in turbulent times.  The specter of a looming recession makes the notion of transformation even more enticing — and terrifying — to many business leaders now — especially cus...

Travis Trembath, vice president of fan engagement for the  PGA Tour , is passionate about golf, customer experience and customer engagement. Having to the best golfers in the world compete under his company's brand? That's the easy part. Fan engagement, and digital customer experience, however, remains a moving target. In this episode, Trembath shares some of the ways the Tour is engaging fans thr...

According to a recent  Statista  report, the economic impact of 5G on the U.S. gross domestic product will hit $484 billion by the year 2030. 5G is faster, more reliable, has more capacity and less latency than the previous 4G wireless technology — and has the capability of completely changing how brands and consumers will think about the internet in the future.  But what exactly is 5G, how does i...

When it comes to CX leadership, or leadership in general, its always good to lead by example, but equally good to incentivize the behavior you want from your team.

Want some sobering statistics for your call center? Customer service representatives between ages 20 and 34 stay on the job for an average of  just over one year , according to the United States Bureau of Labor Statistics. Further, the average call center turnover rate is as high as 45% — and that's at least twice the average turnover in other departments, according to the numbers. Call centers ar...

Content is king... That was the saying marketers repeated to themselves for years. And while that sentiment still rings true, there's something more important brands must pay attention to, something that content ultimately feeds into: customer experience. Modern consumers have high expectations, and brands go to great lengths to meet — and surpass — these expectations. But that task becomes more a...

The Economist Intelligence Unit conducted a survey of 500 CMOs and found that 86% of participants believed that they would  own customer experience . Six years later, has it happened? Not quite. It hasn't exactly been a full takeover of customer experience by marketing leaders. What has emerged is the concept of marketing-led customer experience. It's something Rhoan Morgan believes is and should...

Google Analytics has more than 85% market share, according to numbers reported by  W3Techs.com . However, it has not been without its controversy this year, and big changes are coming. As of July 1, 2023,  Google's Universal Analytics Platform properties will stop collecting data, and historic data will be deleted six months later. This forthcoming change has users  all riled up . CMSWire's CX Dec...

According to the  Marketing Technology Landscape 2022 , marketers have nearly 10,000 solutions from which to choose. OK, so maybe that's not exactly how it works. Marketers won't be browsing 10 aisles with 1,000 solutions per aisle. Fact is, though, there  is  an abundance of choice when it comes to deciding what powers your marketing and customer experience outcomes. Many marketers and customer e...

The metaverse is certainly all the rage in 2022. Facebook changed its name to reflect this future of digital, after all, and all things digital starts with Facebook. Ok, maybe not so much. Some are even talking trillions when considering the potential of the  metaverse , where physical and digital worlds combine to support an alternate reality to life on the actual planet Earth. Instead, in this n...

According to Deloitte, 88% of senior executives think that blockchain technology will eventually achieve mainstream adoption. Worldwide spending on blockchain solutions is forecast to top $17.9 billion by 2024 and will grow at a compound annual growth rate (CAGR) of 46.4%, according to data from  IDC . With that said, we're seeing a lot of hype around the evolution of Web3 and how Web 2.0 will be...

In 2021, 44.5% of organizations worldwide revealed that they perceive customer experience (CX) as a primary competitive differentiator. But are they really customer-centric? Are they building out experiences with that central focus on customers? Debbie Qaqish watches these company trends in how they treat customer experience closely. The principal and chief strategy officer with the Pedowitz Group...

Sean Albertson, head of client experience measurement and analytics with Charles Schwab, began his CX journey on the front lines in contact centers in the mid-1990s. He managed service teams, quality and training programs, and created knowledge management tools early in his career. Moving into this century, Albertson began to place a focus on surveys, analytics and market research. He continued to...

Customer experience professionals often turn to surveys to measure customer feedback. But what are your surveys telling you? Multiple-choice answers provide data, for sure, especially when scaling feedback from hundreds of customers. But do you know how customers truly feel when they leave an interaction with your brand, no matter the channel? Luis Angel-Lalanne, vice president, Customer Voice for...

According to the CMSWire State of Digital Customer Experience 2021 report, there is a growing body of research and anecdotal evidence to suggest the positive impact good employee experience (EX) has on customer experience, particularly in high-touch sectors. Around three quarters of respondents view digital employee experience as being "very important" or "moderately important" for digital custome...

Traditional linear customer journeys are being transformed into endless decision loops. This creates big challenges for marketers, and Customer Data Platforms (CDPs) are one answer to that complex situation. According to reports in the CMSWire CDP Market Guide , the CDP industry was projected to reach $1.55 billion in revenue by the end of 2021. It's a 20% increase over 2020 revenue. CDP vendors b...

Scott Brinker has had his eyes on the marketing technology landscape for decades. As author of the  Chief Marketing Technologist blog  and creator of the Martech Supergraphic, Brinker often notes growing trends in martech. One of his emerging trends is low- and no-code tools. Gartner estimated that enterprise low-code application platforms will be 65% of all app creations within the next five year...

The need to understand customer behaviors may never be as great as today. Customers are proliferating digital channels thanks to the digital acceleration that began in 2020 and extends today. And companies need help.  In fact, only 11% of organizations say they currently understand customer behavior well, according to the CMSWire State of Digital Customer Experience. About 56% say they moderately...

Poor and failed brand, marketing and service experiences can naturally make or break a brand in what many call the experience economy. Customers can be creeped out as a function of personalized online marketing. Customers can have perceptions of dark/negative brand personalities. Brands need to consider being authentic and sincere and engaging in storytelling as a premium service. Not just for the...

Amy Shioji, SVP of strategy and customer experience at Strategic Education, the parent company of Capella and Strayer Universities joins the CX Decoded podcast to talk about her multi-pronged approach to customer experience is helping students meet their goals.

Like all other customer experience practitioners over the last 20 months, Holly O'Neill has faced her share of challenges in her role as Bank of America's president of retail banking. Today she joins the CX Decoded podcast to share the lessons learned while delivering highly personalized experiences for users both online and in-person.