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Personalization: The Impact on Ecommerce Customer Experience By Matt Keenan The generic customer journey is dead. One size no longer fits all – for both B2C and B2B customers. So how do you make a customer feel special when the internet has all but eliminated differentiating by product or price? According to Gartner, the delivered digital customer experience must be the key differentiator for your organization.1 So it’s no surprise that one of the top initiatives for retailers is to deliver unique and engaging experiences to each and every customer they serve, appealing to their unique wants and needs, on-line and in-store . The first wave of targeting content, or Personalization, consisted of segmenting customers into static, broad groups across channels such as web, email, banner ads, and product recommendations. The premise was that customers can be grouped based... (more)

Why Apps Should Be Built Like Planes | @DevOpsSummit #APM #DevOps #DigitalTransformation

Why Apps Should Be Built Like Planes By Dave Anderson I’ve been flying quite a bit lately and I started thinking about why apps should be built more like planes. This is not meant to be a deep and insightful blog but rather amusing so I hope you enjoy my perspective! Planes are built not to crash. Wish I could say the same for apps. I’m continually surprised by how often applications that I use crash, and how often I read about apps crashing in my reviews. I was at an event recently where the CMO was showcasing this fantastic app they had developed, which in the reviews was clear... (more)

Digital CX Summit – 2016 Conference Highlights

Welp, it’s been a few weeks since the Digital Customer Experience Strategies Summit in Chicago, IL. If you haven’t had the chance to attend, the show is about advancing the digital customer experience sector. Topics discussed to improve CX include; journey mapping, digital integration, analytics, omni-channel strategies, personalization, design and loyalty programs. I decided this year to wait a bit on my post-event wrap up as a test to see how many of the sessions, learnings, stories and relationships really stuck with me. Here is the rundown. Day 1 Chris Penn, VP of Marketing... (more)

Is management of digital experiences lost on CX pros?

I’ve been wrestling with a real conundrum lately. We know that CX is critical to being competitive. In industries like banking, insurance, and retail it’s arguably the single most important differentiator, as it becomes harder to leverage product exclusivity or pricing. There are so many surveys, studies, and subject matter experts asserting this as fact, repeating it seems like demonstrating a firm grasp on the obvious. Good CX is good business. Because it’s so important, CX professionals bring the most cutting edge science to bear, to be the best that they can be. It’s not a si... (more)

A Year Benchmarking Retail Website Performance with 7 Best Practice Resources

I’ve been tracking the global retail websites for the past year, and recently I presented the findings in a webinar on what data trends emerged. Put simply websites are slower, heavier, and more complex than ever before. But does speed still matter? You can find the recording right here. Key outtakes from a year benchmarking ecommerce/retail website performance Our attention span is now 8 seconds. Almost the same as a gold fish. Global Response times have slowed from 4.2 to 4.5 seconds. Given users expect a site to load within 3 seconds, we are moving in the wrong direction. Respo... (more)