The tsunami of information and opinion on customer experience (CX) can be a bit overwhelming. Here’s a short list of some of the articles we think offer valuable viewpoints and actionable insight.
This Harvard Business Review webinar looks at top CX trends and predictions, including changing customer expectations, continuing focus on CX efficiency, and the role that artificial intelligence will play in enhancing CX. View the webinar.
A good starting point for understanding and implementing CX, this article by a senior content strategist at Hubspot offers a step-by-step guide with concrete examples. Read the article.
This must-read article comes from the father of UX, Peter Eckert. In it, Eckert argues that, in our increasingly connected world with ever-advancing, smarter technology, user experience is customer experience. In fact, he believes the term ‘user experience’ should just be ‘experience.’ Read the article.
In this report, McKinsey examines why (and how) transforming the customer experience requires a methodical approach to understanding and engaging employees. This is critical for B2B brands, where employees are often the most powerful external communication channel. Read the article.
You can’t improve CX without truly understanding what your customers want. Bain & Company has developed a proprietary methodology for getting solid feedback from customers. Their insights about this process are worth looking at. Read the article.