Customer experience (CX) programs that have been running for several years are often in a Catch-22: the program has lost buy-in because it is not perceived to produce actionable insights; however, ...

By Ken Ewell, Chief Customer Officer, Momentive For most organizations, CX is a strategic asset, and yet so many Chief Customer Officers like myself struggle to understand where they stand today and ...

In the world of seemingly identical customer experience (CX) programs, differentiation is the unsung hero that can set your company apart from the competition. Kantar asserts in its company blog that ...

Eighty-nine percent of customers say they would become loyal, repeat customers after experiencing a positive client experience (CX). Yet, many business leaders still ask, “Is developing a CX program ...

Establishing a customer experience (CX) program’s ROI is one of the greatest challenges that CX practitioners and the organizations they serve face in the modern experience landscape. Across all ...

In today’s competitive legal market, having a robust Client Experience (“CX”) program can be an important tool in the client retention and business development toolbox. The hybrid workplace may have ...

When we talk to organizations about customer experience (CX) or about CX tooling, we often get the reaction that they are already working on this or that they’re quite ‘good’ when it comes to it. They ...

Every company is in the business of customer service. It doesn’t matter if you work in construction, marketing, or hospitality–at the end of the day, you need to put the customer experience (CX) first ...

SurveyMonkey is now Momentive. Learn more here. A business that cannot win the loyalty of customers is a business that cannot succeed in the long-term. It’s that simple. In this age of ...