The 30-second version One scene that says it all It’s 11 a.m. in Cotonou. A customer spots a pair of shoes on a merchant’s Facebook page. She doesn’t click any “Buy” button. She sends…
Customer Voice · CX Voices “Customer experience is not a department. It is a culture.” We often measure what we sell. Far less often do we measure what customers actually experience. Yet this is…
How to Turn Every Interaction into a Sustainable Growth Driver Customer experience is no longer a detail, it is a strategy For a long time, customer experience was seen as a “nice to have”:…
November: the Most Misunderstood Month in Customer Experience November is rarely celebrated in customer experience strategies.It sits in an uncomfortable space: after the energy of early-year plans, after the rush of mid-year execution, and…