Category: Customer Experience

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This first episode of our CX Lore interview session features a conversation with the fantastic Madeline di Nonno. Madeline is the CEO of the Geena Davis Institute on Gender in Media, a non-profit advocating for equal representation for women in media. In 2021, the Institute released the report ‘Ready for Girls’ conducted with the LEGO…

The post The research behind LEGO’s genderless building blocks: insights from Madeline Di Nonno appeared first on Customer Experience Magazine.

For many ailments, physical therapy shows some of the best results. We can learn a lot from this for our own projects, organizations and narratives. Physical therapy often works better than pills or surgery. Here’s why: –it’s self-produced. Even though we work with a professional, it’s done BY us, not TO us. –it’s gradual. No […]

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A new study by experience design consultancy, cxpartners, in partnership with Google, focusing on customer-centricity came across CXM’s desk.   The research report surveyed 110 businesses in Europe and found that customer-centric organizations grow nine times faster and are four times more likely to have highly satisfied employees. They have the ability to change in months that…

The post What do cxpartners and Google say about the state of customer-centric organisations in 2022? appeared first on Customer Experience Magazine.

What would a focus group have said about the title of Harper Lee’s To Kill a Mockingbird? Is it easy to understand, did you know what it’s about before you pick up the book? What about the consumer testing on a name like Nike or Starbucks? Some objective measures of new names and concepts are […]

A research report by Webex entitled “It’s time to solve the customer experience trilemma” speaks about what is needed to increase customer loyalty so that the bottom line can follow. Immobile, which is part of Webex, took the time to speak to 2,000+ consumers and concluded that in order for businesses to improve customer loyalty,…

The post Webex’s report details how to solve the CX trilemma  appeared first on Customer Experience Magazine.

Workforce management is essential to the smooth operation of contact centers. Discover the role it plays in your business and how to improve your practices.

The post 3 Workforce Management Practices to Implement in Your Call Center first appeared on Fonolo.

What’s the variance in customer service at your organization? Even if there’s just one employee, the question is: If an issue is handled by a committed employee having a good attitude, vs a cranky one who is a bit off–can the customer tell? One philosophy is to make this gap as small as possible. Create […]