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Latest Blogs from CX Blog
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,...
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 ma...
Let’s run a pretend test together. Imagine a run-of-the-mill landing page with 300 words, minimal design, and a registration form. We’re really interested in which day of the week and at what time is ideal for sending prospects to this page to convert. We proceed with the t...
What happens now that customer experience has shifted from something that’s easily defined and measured, into a matrix of complex measurements? How do you prioritise what experiences to measure and what role does digital performance management play in customer experience? In my keynote...
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!
I had the opportunity to present how website and app performance impacts customer experience as part of the Sitecore Digital Survivor Series. For those that missed the session I have summarised some of the key outtakes in the blog below. For those that prefer watching it you can do tha...
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 rig...
Brexit, Trump, Euro Cup, you’d be forgiven for not knowing the Australian election is tomorrow. Instead of just monitoring the website performance of the political parties, I wanted to extend my analysis to social media, in order to see which political party was utilising their d...
Voice of Customer and web analytics platforms are important. But if you’re using a collection of those tools as a means to understand what experience your customers are having, you’re only winning half the battle. The problem with Voice of Customer (VoC) You’ve upset your customer, and...
Last night, after we put the kids to sleep, my wife and I sat down to a glass of wine and planned a weekend away. We’re new to the U.K. and friends of ours had recommended a getaway idea that would be fun for the whole family. Cue: pick up my mobile phone. Like all […] The post R...
How healthy is your business? Or to place the question into a more strategic context: how will digital transformation impact the health of your business? Furthermore, how will digital transformation change the way you measure your business health? Traditional measures of business healt...
Customer experience has been billed as the single biggest focus for businesses this year by the likes of Adobe, Gartner, and about a billion digital consumers. And the speed of our websites and applications is a core experience metric that many big companies focus on. And why wouldn’t ...
I had the opportunity to attend the Chief Digital Officer Global Forum in NYC last week and was impressed by the major brands representing a very serious focus on transforming deeply and digitally to create better experiences for their customers. Not everyone there had committed to the...
Adobe recently published the 2016 Digital Trends Report which pegs customer experience as the top priority for marketers. In just two short years it has morphed from being a ‘top priority’ to a trend that’s defining all other marketing priorities. The thing about customer experience is...
A central facet of digital marketing is the customer journey. This journey takes an anonymous visitor (either online or in a physical location) to becoming an identified prospect to the purchase transaction, and then onto becoming a happy customer (who might buy more) or an unhappy one...