Unhappy customers can potentially damage your business. But studies show that 70% of complaining customers will return if their complaints are addressed, and up to 95% will return if their complaints are resolved quickly. Learn how you can turn your detractors into promoters.

Understand how changes in customer experience drive changes in customer behaviour and how that translates to financial measures – to revenue and profits.

CX design helps organizations act more customer-focused, which in turn promotes decisions that empower, engage, and enlighten customers.

As customer interactions become primarily digital, the quality of these digital impressions has a defining impact on your overall customer experience. But what is a digital experience, and how does it differ from a digital customer experience?

Complex customer experiences and new technology demand changes in the way we manage customer experiences. We have listed six next-generation CEM skills that you should learn.

The pandemic has changed and will continue to change many things about how we consume products and interact with businesses. So what does “post-Covid” CX look like?

Companies have traditionally looked to improve customer experience by focusing on particular touchpoints, which sometimes can create misleading results. Even if a touchpoint scores high for satisfaction, that doesn’t mean that the customer didn’t encounter any other problems.

We have listed our top 10 must-read customer experience books that will help you level up your customer experience management skills.

Diversity in customer experience is important since it allows for improved communication, empathy, and understanding towards your customers.