Groundbreaking capabilities designed to optimize and transform customer interactions ..read more

Continuous improvement in customer experience (CX) is paramount for organizations aiming to maintain their edge when competition is fiercer than ever. With consumers having unprecedented access to a plethora of competitive brands, businesses must adopt a customer-centric approach to design and measure success, thereby creating exceptional user experiences. Aligning Around a Common Goal A critical ..read more

You’ve seen it happening in your own social media feeds. People are shopping directly on platforms like Instagram, Facebook, and TikTok these days. Social commerce is taking off in a big way. This consumer trend presents a massive opportunity for brands to reach new customers. Social media apps are transforming into digital malls where users ..read more

In today’s globalized and digital-first marketplace, customer expectations have soared to unprecedented heights. Retailers are no longer competing merely on price and product quality but increasingly on the quality and responsiveness of their customer care. This shift has driven the adoption of 24/7 omnichannel and multilingual support, positioning it as the new gold standard in ..read more

On behalf of all of us at McorpCX, I’m happy to share the findings from our latest collaborative research with the Customer Experience Professionals Association (CXPA). Titled “The Pivotal Role of CX Education and Upskilling in Accelerating Customer Centricity Leadership,” the study offers valuable insights into the transformative impact of CX education on organizational maturity and customer-centricity across ..read more

Listen to the podcast:   Quality assurance is always essential in Customer Experience Management. Today’s newsletter explores how AI can realistically help in this area. The concept came to us as part of our None of Use is Clever as All of Us feature. As you might remember, this feature is where one of our ..read more

Did you know that 80% of customers prefer businesses that offer them personalized experiences? Offering a seamless customer experience is the key to winning their hearts and ensuring lasting relationships with them. The competition is severe in the e-commerce industry. The only way you can outmaneuver players targeting your niche of choice is by building ..read more

Last-touch attribution gives credit where the final customer interaction happens, be it through a paid ad, social media post or even a traditional billboard. Last-touch attribution assigns full weight to that single touchpoint, regardless of whether it was a click or simply an impression. While last-touch attribution has been a key factor since the days ..read more

In this episode of the Sales Leadership Awakening Podcast,  Rob Ulsh, VP of Dealer and International Sales for Great Dane, discusses the use of AI in sales leadership. He shares his awakening moment as a leader during the COVID-19 pandemic and how he embraced AI to adapt to the changing landscape. He also explores the ..read more

A tidal wave of dissatisfied consumers is threatening to sink companies that have lost touch with their customers. Meanwhile, firms that employ innovative technology to upgrade the customer experience could find themselves propelled to growth by a strong current of new customers.   Consumers are increasingly unhappy with the companies they use across a broad ..read more