Tom Smith is a DZone research analyst who built a career gathering insights from analytics to inform integrated marketing plans that make a significant positive impact on business. He's a hands-on leader in marketing and analysis who has worked with more than 120 clients in eight vertical industries. Smith is an experienced full-stack marketer who uses insights to drive positioning and branding, demand generation and lead creation, channel management, and customer relationship management and customer experience. The purpose of his blog is to share thought-provoking insights regarding customer experience. Reach him at firstname.lastname@example.org.
5 Trends in Customer Experience Software for 2019
I asked people who use customer experience software to share their thoughts on how the software, and its use, will evolve in 2019. Here are five trends to look for [...]
Improve Customer Experience by Putting Customers First
We live in the age of transparency. As such, it's critical to earn your customers' trust and keep it by improving the customer experience.
Customer Experience Requires Seamless Integration to Reduce Friction
As customers and prospects use more devices in their personal and business lives, B2B and B2C organizations need to engage them on the devices and in the channels they prefer [...]
Think of Customer Experience as a Marketing Investment
As products and services become commoditized, organizations need to begin differentiating themselves by becoming customer-centric and providing a consistently good customer experience. The bar is low; it’s pretty easy to [...]
Financial Services Companies Focus on Delivering a Better Customer Experience
As I conduct more interviews with IT professionals, it’s clear financial services companies (banks, brokers and insurance) are investing a lot of money and resources into leveraging data to provide [...]
Customer Experience Failure, Times 2
Here are two instances of poor business practices that lead to customer experience failure — from the same insurance company.
GDPR Leads Brands to Better CX
A year ago, most companies had no clue where all of their customer data resided, let alone whether or not it was secure. With the implementation of GDPR, and California’s [...]
6 CX Best Practices That Aid in Customer Retention
Kudos to American Airlines for delivering a small, but very meaningful American Advantage upgrade — a great customer experience (CX). CX best practices like this aid in customer retention.
Creating a Culture of Wow Customer Experiences
I have urged many companies to differentiate on the basis of wow customer experiences, because the bar is so low. It’s also easier for a small and mid-size company than [...]
CX Isn’t Hard, It’s Common Sense
I continue to urge companies to differentiate on the basis of customer experience — the bar is so low, it’s doesn’t take a lot of effort or money to impress. [...]