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​With an informative video from Forrester on assessing the current state of your CX, and a great piece from Gartner with 5 top tips to improve your CX innovation, this week’s CMO Perspectives will not disappoint when it comes to thought leadership in the customer service industry. Enjoy!​

In any industry, there are specific tools that are needed to succeed. If you asked a carpenter what tools he carries with him at all times in his tool belt, you would probably receive a response such as a tape measure, hammer, utility knife, chisel, framing square, and many others. Just as carpenters utilize specific tools for their...

The customer journey unfolds every minute of every day, every time a customer interacts with a company, across any channel, and at any point along the customer lifecycle

Too often, when we talk about customer experience we usually, focus on improving NPS (getting more and happier promoters), When Compliance meets CX, more specifically when Compliance meets bad CX, Organizations get their worst detractors. We all know what impact those customers can have in terms of brand damage and NPS score... While virtually every institution tracks complaints, the number of complaint intake channels has increased dramatically in recent years..

​In this week’s CX Buzz, Jeannie Walters [360connext.cvom] talks about the booming industry around subscription services and how they are doing their customers a disservice by making it so hard to cancel subscriptions. We also share with you a great piece from Eurekalert on how it does pay to try and win back a lost customer.

​In San Antonio and London a few weeks ago, NICE introduced the concept of the “Experience of Things.” Not simply the connected Internet of Things, but a time in which IoT connectivity will drive perfect experiences between things and people. All of these touch points are fighting for your attention – mobile apps, wearable conveniences, online portals, real-time sensors – and as this happens, you AND your consumers will experience new things that, if handled properly, will open new opportunities.

​Today's consumers expect an effortless and personalized experience; they are used to digital experiences provided by the likes of Google or Facebook, and feel frustrated by the fact that speaking with their bank is a completely different story.