Humanizing the Digital Experience

Why Do We Rely So Heavily on the NPS to measure CX?

Mar 11, 2020 1:46:16 PM / by Jack Alton posted in CX, analytics, digital customer experience, customer journey, friction index, measuring CX, NPS

0 Comments

I was looking over the “State of Digital Customer Experience Report – 2020,” published by CMSWire.com and Simpler Media Group, and many of my suspicions and observations were confirmed when it comes to the current efforts to improve CX using today’s most popular technologies. They fall short, typically making decisions based on treating symptoms and not the root cause of CX issues – friction in the digital customer journey.

Read More

Now Serving #29G6S08X

Mar 4, 2020 2:56:07 PM / by Jack Alton posted in CX, analytics, digital customer experience, customer journey, friction index, digital transformation, digital body language, personalization

0 Comments

Are your customers feeling more like a number than a customer?

Read More

Do Your CX Tools Show You What You Really Need To Know?

Feb 25, 2020 11:17:28 AM / by Jack Alton posted in CX, analytics, digital customer experience, customer journey, friction index, digital transformation, digital body language

0 Comments

If you can’t see what your customer is experiencing in real time, how are you going to make their experience better?

Read More

Putting Customers Back In The Customer Journey

Jan 29, 2020 5:09:24 PM / by Jack Alton posted in CX, analytics, digital customer experience, customer journey, friction index, digital transformation

0 Comments

Somewhere along the way during the digital transformation era, the customer fell out of the customer journey.  Just ask yourself, “Are our customers at the center of our digital transformation?” They should be.

Read More

The Digital Experience is Broken!

Apr 5, 2019 12:50:00 PM / by Jack Alton posted in CX, analytics, digital customer experience, customer journey

0 Comments

The Digital Experience is broken!  Friction-filled processes have created unnecessary frustration, driving away valuable customers as they interact with brands online. While the move to digital has opened an exciting new world of opportunity to shop and purchase from any device, at any time, it has not come without a cost. Critical human elements have been lost, making it difficult to initiate and build lasting customer relationships. This “digital communication gap” between customers and brands have led to poor customer experiences and conversion rates that are a fraction of what they were back when face-to-face interactions were the norm.

Read More