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Customer experience is a term that has been added to the public lexicon steadily over the past 15 years, and is more …

Imagine this: You’re doing everything you can to grow your business. You’ve redesigned your website, you’re sales team is working hard, and …

Businesses use customer segmentation to group customers and potential customers into categories (segments) based on similar characteristics. Those characteristics can be based …

It’s a great time to shop online. Supply chains are becoming more efficient, shipping methods are getting cheaper, and now more than …

The Ecommerce Customer Journey encompasses all of the different touchpoints where a customer interacts with a company, product or branding online. These …

With the announcement of the ‘Finland’s Best Online Store’ competition a few months ago, we’ve been hard at work over the past …

A customer journey map is an essential tool that affords companies the opportunity to understand the state of their organization’s customer experience …

Customer journey mapping is a hot topic in the world of customer experience (CX). It is a powerful tool that enables companies …

As usual, we release incremental updates to Feedbackly to squash bugs, add new features, and improve existing ones. We listen to the …

This concept of the “customer journey” is probably familiar to most of you who are reading this, but it likely holds no …

What Is The Customer Service Gap? The customer service gap, and in particular the customer expectation management gap (outlined by Parasuraman et al, …

Angry customers can be loyal customers too… Well, not if they stay angry. Just because a customer is irate or frustrated with …

Resources

For current and future CX Superstars

Free eBook: Emotional Value Index (EVI®) - The next big thing in CX since the NPS
Free eBook

EVI® – The Next Big Thing in CX Since the NPS

All you need to know about how to measure and use Emotional Value Index (EVI®) to grow your business.

Future CX Outlook Report

Global research

Future CX Outlook Report

An extensive report analyzing where the CX market is headed and how top CX pros and companies are putting their customers at the center of their strategy in the future.

Customer Journey Map Template

Free template

Customer Journey Map Template

Build your customer journey map with this Excel template. Just fill in the missing cells with your data and start monitoring your touchpoints. Simple as that.

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