Recent Posts by Mark Withington:

by Mark Withington, on May 3, 2022 10:15:00 AM

Omnichannel customer experience describes a holistic strategy for creating a seamless customer experience (CX) by thoroughly integrating all the points of contact and communication between a supplier and a consumer …

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Topics:Customer Experience

by Mark Withington, on Mar 14, 2022 11:45:00 AM

The customer journey is the totality of interactions an individual has with a brand or product. Within the customer journey are a multitude of customer experience (CX) touchpoints that are …

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Topics:Customer Experience

by Mark Withington, on May 12, 2021 1:07:51 PM

Read Time: 4 minutes Does your organization actively measure and report on your customer experience (CX)? Or is your customer experience a vague catchphrase, like “This initiative is critical to …

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Topics:Digital TransformationCustomer Experience

by Mark Withington, on May 5, 2021 12:25:59 PM

Read Time: 4 minutes The last time you bought health insurance, financial services, a driver’s license, internet/mobile phone services, or for that matter any service, did you feel like your …

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Topics:Digital TransformationCustomer Experience

by Mark Withington, on Apr 13, 2021 2:53:21 PM

Read Time: 6 minutes Hang with me: what does the world of theatre have to do with customer experience best practices? I think it’s the perfect parallel to understanding the …

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Topics:Digital TransformationCustomer Experience

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