Customer Experience

5 CX Trends Any Organization Can Implement Now

By Megan Wells

Customer expectations are evolving constantly, so it shouldn’t surprise you to see brand customer experiences (CX) follow suit. Current trends in the CX realm range from AI-enabled recommendation engines to completely connected smart stores, but the real key to CX success lies in understanding your unique customers’ needs and the journey that they take with your brand. From there, choosing how and when - or if - to follow the latest CX trends becomes less about keeping pace with the market, and more about your brand’s authentic style.

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Customer Experience

What Your Customer’s Tweets Can Teach Your Brand About CX Strategy

By Megan Wells

Brands know the value of a positive customer review. After all, 90% of people read reviews before visiting a business. Brands will often share glowing customer comments from their official handles - mostly under benign hashtags like #CustomerExperience, #CX, or #CustomerSatisfaction.

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Customer Experience

Treat Customer Experience Like Your Most Important Product

By Scuba Insights

To talk about Customer Experience (CX), let's first define it: CX represents the interaction between a business and customer over the course of a relationship, however long. This field has grown leaps and bounds recently - from massive enterprises to small retailers, there is a race to determine how CX should be defined and implemented in the industry. Leading the race is the idea of CX as a product, rather than a general notion. But what's that mean?

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Customer Experience

3 Ways Health Insurers Can Use Data & Technology to Disrupt the Marketplace

By Megan Wells

The vast amount of data collected within the healthcare sector has the opportunity to positively affect insurers and consumers… if organizations can handle the change brought on by disruptive technologies.

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retail, Customer Experience

Retailers: Improving Customer Engagement Across Digital Platforms

By Scuba Educators

We all love our digital devices, and as they proliferate throughout our homes, autos, offices, and even clothing, retailers have to figure out how to help customers engage, buy efficiently, and remain loyal. From mobile, to the cars we drive, to the digital wearables we fashion, to our smart homes and cities, we are engaging constantly with our favorite brands, games, content, and people in more and more complex ways.

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Customer Experience

How to Improve Customer Experience in 5 Steps

By Megan Wells

How can companies improve customer experience? This question is a top priority for many brands - for good reason. A focus on your customer experience pays off in the form of increased revenue and lowered costs. 

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Customer Experience

Which Industries Suffer From Poor CX Management (and How to Change)?

By Megan Wells

Every company should strive to continually improve their customer experience, as customer expectations are continually changing.

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Data Science, Customer Experience

Product Analytics Growing Pains: 4 Things Amplitude Users Need to Know

By Scuba Insights

Not all product analytics solutions are created equal. That doesn’t mean that some are bad while others are good. But it does mean that some solutions which were great starter tools will no longer fit your needs as you look to increase the breadth of your product analytics capabilities and scale your business. 

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Customer Experience

How to build a customer experience strategy

By Megan Wells

A customer experience strategy is your way of delivering the best possible experience to your customers across all your channels of interaction. Your strategy influences the tone of interactions with your brand, and therefore their perception of your company. Your CX strategy impacts everything from the display ads your customers see to their day-to-day usage of the product.

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Customer Experience

Customer experience survey types - which one is right for you?

By Megan Wells

An excellent customer experience (CX) strategy can take your company from good to great, but if your plan needs some work, this crucial piece cannot be overlooked: talk to your customers, regularly. Gartner argues that 80% of a company’s future revenue often comes from as little as 20% of their existing customers. Keeping customers happy while anticipating their needs promises a big payout, but without access to their feedback or KPIs to see where you stand, your improvement efforts will fall flat. If you haven’t set up a regular cadence with your customers yet, getting started can feel overwhelming. With the right tools and line of questioning, however, you can easily get a gut check on how your customers view your brand and products. The following 5 types of customer surveys are the go-to for analyzing and collecting customer data. The results will help you hone in on what customers need, map out your CX strategy and rapidly improve your customer experience overall.

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Customer Experience

3 Examples of Excellent Customer Experience Strategies

By Megan Wells

Building an amazing product or service is your company’s number one priority. However, with competition growing continuously across industries, and as expectations surrounding access to your product or service heighten, having a great customer experience strategy makes a difference.

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