The 5 Elements of a Customer-Centricity Model

Innovation, consistency, intimacy, empowerment, and purpose are key, PwC urges.

5 CX Budget Recommendations for the Coming Year

Some projects can still get funded, even when money is tight, says Forrester Research.

Just 15 Percent of B2B Customers Resolve Issues in Self-Service

Gartner urges customer-centric design and guideposts along the self-service journey.

Content Is Key to Conversational AI Success

As marketing and sales adopt AI, the focus should be on building the right messaging.

First-Contact Resolution Should Be a Higher Priority

ContactBabel says companies see the need to reduce the number of contacts but aren't following through.

Required Reading: Education Isn’t Just for Kids Going Back to School

Informed consumers are key to company and customer success.

Required Reading: Strategies for Navigating the ‘Metail Economy’

Companies need to transform their businesses to thrive in the me-centric revolution.

Voice Assistants Still Underutilized for Business

Despite widespread availability, companies and customers aren't interacting with them.

Forrester Answers the 10 Questions for Closing the Customer Loop

Following up with consumers who offer feedback doesn't have to be difficult.

CX Programs Must Look Beyond the Initial Sale

Gartner finds that focusing only on the path to purchase cannot drive CX outcomes,

Customers Increasingly Research Companies on Third-Party Sites

Customer service leaders should evaluate outside sources of information, Gartner urges.

Satisfaction Does Not Guarantee Loyalty

Impressions go a lot further in ensuring repeat business.

Consumers Do Contact Customer Service After Proactive Outreach

Flaws in proactive customer service can cause more harm than good, Gartner finds.

Chat Ready for Takeoff; Some Companies Aren’t

Many consumers are already comfortable with the technology, Forrester finds.

Required Reading: Putting Empathy in Action

Genesys CEO advances the Experience Index as an NPS replacement.

Engagement, Innovation Are Keys for B2B Marketers

Social distancing proved the need for new approaches to marketing, Forrester finds

CX Investments Pay Off

Companies that provide good customer experiences perform much better, an ROI study shows.

Leaders See Customer Service as a Value Center

Companies that view customer service not as a cost center see 3.5 times higher growth.

B2B Sellers Should Focus on Situational Buyer Insights

Sales leaders can leverage situational awareness to lead with empathy.

Required Reading: Loving Relationships with Customers Have Great Worth

Customers want to feel worthwhile in their dealings with companies.