Customer Experience News & Trends

The customer journey has changed — yet again

First, the customer experience was described as the classic “sales funnel.” Then, the Internet caused it to morph into the “decision journey.” Now, another change is on the horizon.

What customers hate — and love — about online service

As much as customers love the convenience of online service, they hate some of the nuances.

5 obstacles to great customer experiences

At every turn in the customer journey, there’s almost always an obstacle. Do your front-line people know how to avoid and overcome the most common ones?

When things go wrong, this is how to make them right

Few customer journeys fail to encounter at least some bumps in the road — and when something goes wrong, this is how to make it right.