Geoff Webb talks about the changes in buyer expectations since they’ve all been working from home amid COVID-19
Category: Strategy
Blog
Use CX foreshadowing to change experiences in ways that build customer trust and buy-in
‘Coming soon’ is not enough information when you’re redesigning, replacing or optimizing something familiar to customers. Here’s what to do instead
B2B CX is focused on the wrong stages of the journey, Forrester warns
CX execs from Mastercard and Dow offer a look into how they’re changing mindsets and listening to corporate buyers
Forrester’s CX North America focuses on personalization, identifying devotees and measuring impact
The research firm’s analysts are joined by CX leaders from Cox Communications and ATB Financial to explore best practices in 2020
The future of the fan experience will likely lie in the palm of your hand
Execs from SAP Arena and Lifesize discuss the challenges and opportunities of using mobile apps to mitigate safety concerns
Palmaz Vineyards co-founder unbottles the secrets of staging a virtual wine-tasting experience
The Napa Valley firm provides a behind-the-scenes look at its popular series, ‘The Wine Stream’ and how it has enhanced relationships with its customers
The six-foot experiences that will become critical in a six-foot economy
Experience Economy author John Pine II, former PayPal CMO Allison Johnson and Eight Inc.’s CXO discuss adapting to the reality of COVID-19
When ‘driving in-store traffic’ turned into ‘welcoming a few customers at a time’
As businesses re-open, many are less than inviting. Time to recast those physically distance lineup as ‘pre-store traffic,” and elevate it
Audi gives a cinematic walkthrough of how the car buying experience is changing
Sales advisors will be using more video, everything will be wiped down and dealership floor plans are all being revised
What solving a wuzzle can teach you about tackling CX
They’re just a few letters on a page, but take the time and effort to decipher their true meaning and you’ll have a glimpse at what listening to customers is all about