Brian Solis is Principal Analyst at Altimeter, a Prophet company. Solis studies the effects of disruptive technology on business and society. More so, he humanizes these impacts to help people see people differently and understand what to do about it. He is an award-winning author and avid keynote speaker who is globally recognized as one of the most prominent […]
More and more users are engaging with brands through mobile devices and specifically through apps. In the US, mobile digital media time is at 51% – significantly higher than desktop at 42%, and out of the time spent on mobiles, 90% is spent on apps. These figures show that it’s now crucial to provide a […]
Eurostar is the only high-speed rail service between the UK and mainland Europe and takes thousands of people a day to Paris, Brussels, Lille, Calais, Disneyland® Paris and more. Since the start of services in 1994, Eurostar has carried over 150 million passengers.
Eurostar believes that the customer is the key driver behind its digital strategy. […]
Jeanne Bliss is the Founder and President of CustomerBliss, and the Co-Founder of The Customer Experience Professionals Association. She pioneered the role of the Chief Customer Officer, holding the first-ever CCO role at Lands’ End, Microsoft, Coldwell Banker and Allstate Corporations. Jeanne is also the author of the groundbreaking book, Chief Customer Officer which quickly became […]
In 2014, Gartner published a survey in which 89% of the responding companies said that by 2016 they expected to compete mostly on the basis of customer experience. However, a recent article in Forbes noted that ‘although 93% of senior executives stated that improving customer experience is one of their company’s top three priorities in […]
Customer touchpoints are the different ways consumers experience your product or service, through all channels – websites, retail stores, email, social media, mobile etc… – from beginning to end. Every one of these touchpoints presents a valuable opportunity to engage with your customers, listen to what they to say and use their feedback in order […]
Bill Quiseng has over 35 years of luxury resort/club experience and is a speaker, blogger and award-winning writer in the areas of customer service for front-line associates and customer service leadership for managers. He has been recognized for his customer service and customer experience insight on social media with accolades such Huffington Post Top 100 Most Social […]
Shep Hyken is a customer experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Shep works with companies and organizations who want to […]
In today’s competitive business landscape, companies are searching for every advantage they can get. As technology and manufacturing advances make it harder to compete on pricing and features, companies are increasingly focusing their efforts on creating stellar customer experiences as a way to differentiate. Companies that are able to deliver a great customer experience can […]
Adrian Swinscoe is a CX blogger and Forbes contributor, who has been consulting and coaching entrepreneurs & executives on business strategy, customer experience strategy, customer insight, marketing and business development for the last 20 years.
Hi Adrian, can you tell us how you got into CX and why you find the space so interesting?
I’ve always […]