The Future of Health Care
The world events of 2020-2021 have essentially changed the core of everything that we do – from what and how people make purchases, to where and how they work, and the nature of their interactions with each other. Although at first glance it might not seem the case, but just like many other industries, health …
The Dark Side of CX – Data Harvesting is Rampant
CX is a buzzword and business term that we have all become familiar with. It is the driving principle behind successful commerce – a remarkable customer experience is critical to the sustained growth of any business. A positive customer experience promotes loyalty, retains customers, and generates brand advocacy. Today, customers – not sellers – hold …
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Are You in The Dark or Capturing Customer Feedback?
While much is being said about CX and how it’s the single most important element of consumerism in 2022, much less is being offered about the where’s and how’s of CX strategy. CX leaders tend to focus on structured data as a way of informing CX policies and determining the quality of customer experience. And …
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An “Experience” Renaissance is Underway – Beyond CX Lies the Business of Experience
In 2022, companies are being galvanized to expand their CX philosophy and reimagine their business as a whole, all through the lens of customer experience. The businesses that embrace this major shift will rise to the top of the market by meeting their customers’ needs and becoming indispensable. A byproduct of this success will be …
COVID-19 and The Future of the Event Industry
Until the pandemic, the event industry has long been seen as providing opportunities to re-invigorate economic growth and optimize local assets. Large-scale events have played a role in leveraging long-term regional infrastructure investments, boosting tourism and trade, creating jobs, and promoting development. COVID-19 had a crippling effect on the industry, effectively shutting it down for …
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‘Voice of the Employee’ Initiatives Create a Virtuous Cycle
If there was ever a good time for customer experience and employee experience processes to work in tandem, it’s now. VoE (Voice of the Employee) is a powerful concept that refers to businesses taking feedback from their employees and applying them to improvements that will benefit customer experience (CX). For busy business owners, it can …
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