Customer experience has never been more important

…A new survey explains the key drivers of great customer experience and what they mean for brands. Customer experience has emerged as one of the chief ways brands compete today. The pandemic pushed customers to digital channels—a trend that is unlikely to abate—and going forward brands still must wrestle with an increased premium on speed […]

CX Chronicles: When Beloved Brands Bomb Customer Experience

…Small gestures can go a long way in creating a better customer experience and fostering long-term loyalty. Without them, you put your brand at risk. By Loraine DeBonis, Ubiquity Sometimes even beloved brands need a reminder about what makes or breaks great CX. After gaining some initial pandemic pounds those first few months, I found […]