Studying the impact of innovation on business and society

Tag: csat

CX Starts with Understanding Today’s Customer Experience, Then Designing Them To Be Amazing and Integrated

CX Starts with Understanding Today’s Customer Experience, Then Designing Them To Be Amazing and Integrated

The following discussion represents Part 2 of my conversation with Loyalty360 CEO and CMO Mark Johnson. In this last part of the series,  Change Starts with You Altimeter Group’s Principal Analyst Brian Solis is dedicated to creating change within brands and bringing customer experience into the spotlight. The first step, Solis told Loyalty360 in a recent discussion, is to define the CX problem and use that to guide solutions. More specifically, he challenged businesses to rethink what CX really means across the…

It’s Time to Change How Companies Perceive Customer Experience (CX)

It’s Time to Change How Companies Perceive Customer Experience (CX)

Last year, I spent time with Mark Johnson, CEO and CMO of Loyalty360, to discuss all things Customer Experience (CX). The conversation was so rich, it resulted into a two-part series exclusively for the Loyalty360 community. Now however, I’ve been given the green light to share the conversation (parts 1 and 2) with you here. Part 1 – This is the Year of Customer Experience If you ask 100 executives what customer experience means to them, you would likely get 100 different answers. The need to…

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