Paying Attention to Customer Behavior Means Big ($$$) Returns in Email

Although email has evolved and matured to the point where is essentially ubiquitous, I continue to be amazed at how little attention is paid to how to incrementally measure and improve the results – particularly since the entire process is incremental.  There is an all …

Automotive Industry Transformation = Disruption or Opportunity?

Over the past two decades we have witnessed a massive transformation in the automotive industry, driven primarily by advances in technology.  Where once the value in vehicles was 90% hardware-based, this has shifted to more than 50% software-based1.  Not surprisingly, this has dramatically changed the …

Why are Companies Failing at Customer Experience?

Brands are all touting customer experience but most are failing. Brands think they understand customer experience because they have Customer Data, and even Big Data. They use analytics and some technology to drive their next best actions. But lots of data without real insight isn’t …

The Moment of Truth – A Co-creation Perspective

“Words are made for a certain exactness of thought, as tears are for a certain degree of pain. What is least distinct cannot be named; what is clearest is unutterable.” René Daumal   The Spanish expression “el momento de la verdad” signified the point in …

Your plan for growth in 2017

Current State We all know that customer landscape is changing quickly. Over 90% of customers have higher expectations than they did last year and 64% of consumers switch some service providers every year (source: Accenture research). Customers aren’t your only problem. Your costs are rising …

Do you know where your CX data is?

One of the biggest challenges CX practitioners face is uncovering actionable data that will help improve the customer experience.  Often company structure and culture play a big role in determining how hard/easy it is to dig out the data.  In this article I’ll help you …

CX Lessons Learned in 2016

As 2016 rapidly draws to a close, Customer Experience continues to be a “hot topic” on everyone’s agenda, but companies are having trouble making progress. The primary disconnects are how Customer Experience professionals present and communicate Customer Experience to the C Suite. Customer Experience is …

Give yourself the gift of learning…

“The capacity to learn is a gift; the ability to learn is a skill; the willingness to learn is a choice.” Wise words by Brian Herbert. At SuiteCX we believe in ongoing and continuous learning to better ourselves and our partners as we strive together …

A Job or a Journey? Mapping the Employee Experience

Like every aspect of our lives, the world of work is going through massive change and transformation. The one company career model of the past has been replaced with a much more fluid, transitory world where moving from job to job and employer to employer …

I’m grateful for flexibility…

They say gratitude makes you healthier, so I’m taking a moment to focus on something that I’m grateful for, and for which SuiteCX customers are grateful – flexibility.  No, not the arms and legs kind of flexibility.  That ship sailed many years ago.  I’m talking …