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 …
Read Storyby 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 …
Read Storyby Chris McLean, on Nov 11, 2021 8:00:00 AM
Do you find that your Customer Satisfaction Surveys (CSAT) and Net Promoter Scores (NPS) are not telling the full story of the customer experience? While these methods are commonly used …
Read Storyby Matt Gamerman, on Nov 4, 2021 1:30:00 PM
In an attempt to explain the irrational decisions that consumers make when deciding if, how, and what to purchase, we turn to behavioral economics. If a company -- no matter …
Read Storyby 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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