Updated December 21, 2024 Customer experience (CX) has had its share of highs and lows in 2024—a roller coaster ride of triumphs that deserve celebration and failures that serve as cautionary tales. These seven nuggets stand out as critical moments, showing what works, what doesn’t, what's promising, and where brands can do better. Wipeout: Chocolate Backlash in Glasgow Willy Wonka is a pop culture touchstone of color and wonder, but a big event heralded as an immersive “Will

CX professionals can help build a future where exceptional customer experiences go hand-in-hand with ethical business practices.

Most of us would prefer to love our customers, but the feeling isn’t always mutual. Customers can be unruly. They can hate your brand, openly or privately. They can ignite social media firestorms with a single click on a smartphone. The risk only grows in complexity when employees can get burned out and lose faith in your brand. Understanding why is a solid step toward getting in front of the problems. Here are five recent peer-reviewed scholarly studies on the stormy side of

Sometimes it seems like everything has changed in CX. But some things have not changed. Here are 7 examples.

This blog post is sponsored by Pegasystems. Peace out, PegaWorld 2021! Your virtual event gave us colorful branding, lively...

These customer-written, public gems are about far more than just words on a screen.

Show of hands, who’s ready for a CX recharge in 2021? The good news is, when you're setting priorities for your business in 2021, there are more options than ever for kicking things up a notch. What are some of those options? I asked some of my colleagues around the world, “What is the one tool, tip, or technology that customer experience leaders should take with them into 2021?” Here's what they said. Digital still reigns supreme for customer experience in 2021 “With the ris

There are two big conversations happening about customer experience right now. There’s one conversation about data privacy being most...

This article originally appeared on The Future of Customer Engagement and Experience. Communication is fundamental to customer...

If you’re someone who bristles when they hear the term “influencer marketing” and the thought of collaborating with an influencer in your...

This article originally appeared on The Future of Customer Engagement and Experience . Mind-blowing. Eyebrow-raising. Staggering. No matter which word you use to describe it, there have been some remarkable COVID-19 e-commerce stats coming out recently in connection to the COVID19 pandemic. For example, some traditional brick-and-mortar retailers saw online orders go up by 42% in the U.S. and Canada in just a couple of weeks alone, according to this  article . There was a 218

This material was created in partnership with SAP and originally appeared on DigitalistMag.com , a website that was sunsetted by SAP. “Wait and see.” That phrase can be like a huge, red stoplight for businesses of all sizes when uncertainty looms. No matter if that uncertainty springs from the political landscape, like the upcoming 2020 U.S. presidential election, or company leadership is changing, or a merger is happening, companies often pause on making big decisions around