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Customer Experience Strategy

Preparing Your CX Strategy for an AI-Driven Future

Feels like the tech ground is shifting again, doesn’t it? Just when you get comfortable, you hear rumblings about the tools we rely on maybe not being the main way we work for much longer.

It’s bigger than just new features this time. It’s about how we actually connect with customers, potentially changing quite fundamentally.

Let’s explore what this means in terms of how we think about Customer Experience.

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Customer Effort Score

What is Customer Effort Score – CES

Imagine: Your customers need to update their information in your mobile app, but it looks like a maze. Buttons are confusing, features are unclear and logging in feels like solving a puzzle. They leave in frustration, and you keep wondering what the problem is.

Unfortunately, this scenario happens all too often. But what if there was a way to measure this frustration, to quantify the effort required for customers to interact with your brand?

Meet the Customer Effort Score (CES).

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Customer Experience

Nature of the Customer – The Essence of the Customer Experience

As Customer Experience (CX) professionals, we dedicate our time to creating outstanding experiences for customers. However, what happens when a brand ignores your needs? It feels frustrating and disappointing. In this article, John Kalambayi Mpungadelve breaks down customer-centricity and introduces KEOM Nature—King, Employer, Oxygen, and Marketer. By recognizing these four key aspects, organizations can empower

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Return on Experience. Customer Effort Score

How to Measure Return On Investment (ROI) in Experience Management

You’re standing in a conference room, the air thick with anticipation. A sea of faces – your company’s board members – all eyes fixed on you. They nod along as you describe your exciting new experience management (XM) program. But you can sense their unspoken question hanging in the air: “Will this actually make us money?” Sound familiar?
Return on Experience (RoX) is a concept that shifts the focus to the value generated from creating exceptional customer experiences.

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