The Future of Customer Experience is… the Supply Chain? You Bet Your SaaS It Is
We’ve always said that everyone owns the customer experience. But let’s be real—when the customer is mad, they’re not calling the product team, or marketing, or Gary in procurement.
Connecting the Dots: Marrying X(perience) and O(perational) Data
X + O = the motherlode, the Holy Grail of data. Most firms, however, simply fail to connect the dots across data sources. The result is a failure to realize the benefits of data integration.
The Customer Experience Roadmap Every CCO Needs to Lead with Impact
Let’s be honest—”customer experience” is one of those phrases that gets tossed around a lot, usually alongside “delight,” “omnichannel,” or “synergy.” But if you’re a Chief Customer Officer, you know it’s way more than just corporate lingo.
The Myth of the Self-Service Voice of Customer Platform
The promise is bold: you can do everything yourself without the need of expensive support and get away from reliance on the research geeks. The problem is the gap between the promise and reality.
Price is the Only Thing That Matters
If you think your customers only care about price, then you are likely leaving money on the table.
Redefining the Purpose of Your Company: Nurturing Customer Relationships
Companies strive to create value. But what defines your firm’s value? And what is the source of that value? Value is created by customers. Customers buy stuff – that’s what creates value.
