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7 Lessons Learned From Adobe’s New Customer Experience Index

Many businesses know the importance of becoming “experience-led” and went to get there, but knowing where to start can be overwhelming. Adobe recently created a new customer Experience Index after surveying more than 1,500 people across the country. The results show powerful insights into the minds of customers and show areas where companies are excelling with customer experience and where they can improve. Delight Me, Know Me + Respect Me, Speak in One Voice, Keep Technology...


Improving Customer Experience With The Third Wave Of Enterprise Communications

There’s no doubt that customer experience is changing. Perhaps one of the most surprising aspects is that it is changing so quickly. In order to keep up with the rate of change and ensure customers’ needs are met, companies need to embrace a new wave of technology. In many cases, customer experience is only as good as a company’s data and communication system. Think of how we communicate: we use text, chat, email, phone, and more. If that’s how customers talk, it’s also how companies should...


Building A Customer-Centered Culture At Capital One

Not many companies end up highlighted on The Ellen Show, but that’s exactly what happened for Capital One, and it can all be credited back to the company’s customer-centric culture. After her fiancé broke up with her and she moved out, a Capital One customer’s card was flagged for fraud when she ordered furniture sent to her new address. The customer called and explained the situation to contact center employee Tonya, who gave her 4,500 miles for a vacation after her rough breakup and...


Fusion: How Integrating Brand and Culture Powers the World’s Greatest Companies

Culture has come to the forefront of many business leaders’ minds lately due to attention around issues like sexual harassment and diversity. The problem is that most leaders don’t know how to cultivate a corporate culture that is lively and sustainable, or else they are going about it the wrong way. Denise Lee Yohn, author of the book Fusion: How Integrating Brand and Culture Powers the World’s Greatest Companies, says the thing most companies are doing wrong is thinking there is one...


How Having A Culture Of Connection Can Impact Your Customer Experience

Everyone wants to feel connected—it’s part of human nature. Whether it’s building relationships at home, in the community, or with friends, people like to feel bonded to each other. But perhaps it’s nowhere more important than at work. A connection culture in the workplace can impact customer experience and create a place where employees are engaged and excited to be. Studies have shown that people who aren’t connected can actually get physically ill and fall into poor health, especially...


The Way Money Moves: How Our Relationship To Money Is Changing

Most anyone who has had a bank account for at least a few years is familiar with the traditional relationship between banks and customers—banks house the money, send the statements, and set the rules. Many people think of their bank as the “big bad wolf” who sets the terms of how money is used and comes after you with fees if you can’t manage your money correctly. It’s a necessary institution, but one that has long been feared by many customers. Things are changing, and how we interact...


The Connected Customer With Samsung

It used to be that customers had one basic cell phone that they used just to call or text people, and they would contact the phone’s support center when things went wrong. Those days are long gone. Today’s customers have multiple devices that are constantly connected, and they can interact with tech companies for more than just support questions. As the technology and mobile world changes, Samsung is also changing its attitude towards customer experience. Instead of what SVP Customer Care...


Podcast Mashup: Highlights From The 2017 Episodes

In 2017 I had a lot of great conversations with a wide variety of thought leaders. I gathered up some highlight clips from last year’s podcast interviews and put them into one podcast mashup. These clips show how customer experience can be defined and implemented, what it means for businesses in the future, and more. The first interview I looked back on was with Mary Winfield, VP Customer Experience and Trust at Lyft. The company has to focus on two sets of customers: drivers and...


Working With Your Spouse, Building a Personal Brand & The Future of Work With Jacob Morgan

In today’s work landscape, people aren’t limited by what corporate position they hold or what their job title is. Everyone can piece together their dream career with initiative, hard work, and a little luck. Perhaps there’s no better example of that than Jacob Morgan, a leading author, speaker, and expert on the future of work. He also happens to be married to me. After a few disastrous jobs in the corporate world, Jacob realized he wanted the freedom to work for himself and push himself...


The Top Ford Future Trends 2018

The world is changing, and consumers are changing right alongside it. That’s the biggest takeaway from the 2018 Looking Further with Ford Trends Report. With political unrest, natural disasters, and a growing spotlight on social inequality around the world, the tone of this year’s report is much different than previous years. Sheryl Connelly, Ford’s futurist and the lead of the report, says consumers are feeling the pace of change. Sheryl and her team talked to 9,000 people in nine...


Managing Real-Time Customer Communications In A Crisis

It’s a business leader’s worst nightmare—a natural disaster is headed for your area, and you need to keep your family, your customers, and your business safe. How do you manage customer communication to make sure everyone is aware of the situation and customers stay happy? That was the dilemma faced by South Carolina Federal Credit Union recently as Hurricane Irma threatened landfall. Its experience can be considered a case study of how to manage real-time customer communication in...


Augmented Reality And The 4th Transformation

Technology has changed and improved the customer experience over time, but the most recent transformation with the growth of augmented reality is sure to lead to greater change than ever before. According to Jay Samit, Independent Vice Chairman at Deloitte, augmented reality has the power to revolutionize customer experience in every industry. Our modern world has connected us with devices like smartphones, which puts a world of possibility right in our pockets. But even with smartphones...


More Than Data: Engaging Customers Authentically With The Ideal Marketing Mix

When customers choose a clothing brand, they take a lot of things into consideration, including price, style, availability, and brand reputation. It takes the perfect mix of fashion and function to draw in customers. But the clothes won’t sell themselves, so a strategic marketing mix is also required. In an increasingly data-filled world, many companies rely on analytics for every customer decision. However, TechStyle Fashion Group, which operates brands like Fabletics, Just Fab, and Shoe...


Healthcare Revolution: Lead With Customer Experience

The healthcare field is changing, and customer experience is right at the center. Gone are the days of customers feeling inconvenienced and doctors having to spend long hours to catch up on their work—today’s healthcare revolution is all about empowering customers and helping everyone get the care they need. That change means the industry is becoming more competitive, and customer experience in many cases is the deciding factor for where patients go to get care. In the old way of...


Creating Compelling Customer Service Experiences

Nearly every company wants to better understand their customers so they can find ways to improve the customer service and build brand loyalty. But actually finding the answers and putting them into practice are two different things. Transforming customer service isn’t a quick solution, but it can lead to fantastic results when done correctly. Customer service experts Jeannie Walters and Adam Toporek consult with numerous companies each year on how to improve their customer service. Their...


How The General Data Privacy Regulation Will Impact Your Customer Experience

New regulations from the EU are impacting customer data around the world and causing companies to make big changes or risk getting hit with heavy fines. But instead of fearing the change and just throwing money at the problem, complying with the regulations can be thought of as an opportunity to rethink and improve the customer experience. The General Data Privacy Regulation (GDPR) is creating a buzz that Jeff Nicholson, VP CRM Product Marketing at Pegasystems, likens to the anticipation...


How Facebook Shapes Customer Experience With Chatbots

The majority of customer interaction today happens on the phone, but that isn’t the way most customers prefer to communicate or the most effective way for brands to interact with customers. Phones can be frustrating, email can feel like spam, and in-person communication can be inconsistent. Instead, a growing number of brands are turning to chatbots via Facebook Messenger to add value to the customer experience in a way that is easier than ever and preferred by the companies and the...


Meet Verizon Wireless' New Chief Customer Experience Officer Scott Zimmer

Verizon Wireless is known for trying new, innovative things to expand its business and reach new customers. In the competitive mobile space, it takes a concerted effort to build the customer experience. Verizon Wireless recently took it a step further when it brought in Scott Zimmer to serve in a new position as its Chief Customer Experience Officer. According to Scott, customer experience definitely creates a competitive advantage over other companies. Verizon’s goal is to go above and...


Leading Both Employee And Customer Experience At Adobe

When it comes to building strong relationships and experiences, organizations are often faced with a difficult choice: do they focus on employees or on customers? Like many companies, Adobe had two groups working parallel to each other—one focused on reaching out to employees and the other on building experiences for customers. But then Adobe realized that the two audiences actually worked together, and Adobe’s leadership combined customer experience and employee experience under the...


Shaping The Future City With Ford's Jessica Robinson

Imagine a city where people travel seamlessly on their way to and from work, new technology is integrated into everyday life, the air is clean of pollution, and people feel safe and welcome. It may sound too good to be true, but for a number of entrepreneurs and engineers, it’s a reality they are working towards every day. Ford is leading the charge to bring together all kinds of thinkers and creators to consider the future city—a place where new technology is used and executed smoothly...


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