An explosion in customer engagement through social media need not cause a headache

An Explosion in Customer Engagement through Social Media need not cause a Headache As customer engagement through social media becomes the norm in customer service, logistical issues of handling volumes of conversations can become a challenge. This is especially true if it builds quickly. The immediacy of social media and the customer service expectations of many markets […]

CUSTOMER EXPERIENCE AUDIT (CX AUDIT) #2: Six Step Guide

CX audit in 6 steps to improve customer journey & meet business objectives. How to deliver customer experience audit, customer journey maps, personas devt.

CUSTOMER EXPERIENCE AUDIT (CX AUDIT) #1: What is it and why is it important?

This is the first of two articles about the customer experience audit (CX audit). At first, I’ll focus on what a CX audit is, why it’s important and when you should consider conducting one.