customer experience

Customer Experience in the No-Touch, Safety-Obsessed Age

CX, or customer experience, is a well-established business discipline. But now we are in the era of Covid, with widespread home confinement and fear of contagion. Accordingly, the meaning of CX is evolving rapidly. Trust,...

Thriving in the New Experience Economy

In the digital economy, customers, employees, and other stakeholders have more choice and higher expectations than ever before. It's never been more essential to create experiences -- across the front, middle and back office--that secure...

Why Bezos Deserves to be The World’s Richest

As Amazon gets ready to announce its new headquarters, the company continues to dazzle both consumers and competitors. Given its overwhelming scale, a breakup of the company is likely, but as long as it continues...

How Marriott is Changing the Hotel Game with Personalization

Customer expectations in hospitality are being raised by the personalization of e-commerce. Marriott is using big data to enable its front-line staff to provide personalized service. They sat down with our partner, Salesforce, to discuss...

How Amazon Succeeds by Having “Divinely Discontent” Customers

Amazon changed the face of customer expectations — fast shipping, varied product selection, and low prices — and continues to find ways to innovate consumer experience. The head of its German division speaks with Ulrik...

The AI Path to Conversational Commerce

By 2020 as many as 50 percent of all searches will be by voice. Connected devices are proliferating, and conversational commerce profoundly impacts how we search, shop, and engage with companies. One study predicts 7.5...

Customer Personalization Faces Trust Crisis

New research from Salesforce shows that before companies can earn the right to personalize their customer experience, they need to earn their customers’ trust, a challenge in the wake of recent security breaches.

China Will Probably Out-Innovate the World

While China is poised to become an innovation challenger, will it out-innovate its global competitors? The answer is a qualified yes. On its current path, China could develop transformative innovations on a global scale; it...

Endless Opportunities with the Future of Retail

Retailers should not be cowed by the rise of Amazon, says Pitney Bowes' Lila Snyder. Rather, they should learn from Amazon's success to focus on customer experience and think creatively about new opportunities. (Note: Pitney...

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