Experience Matters Blog
Getting Started: Integrating Digital into Your CX Efforts
To succeed in our digital-first era, CX programs must incorporate digital technologies, strategies, and capabilities into their CX efforts. Here we break down the 5 steps for getting started and share examples of CX-digital partnership opportunities.
Read More
The Path to Building a Modern Digital CX Program
While many organizations have some basic Digital CX elements in place, these programs are not yet optimized for the Digital-first Business Era. In this post, we break down the path they should follow to modernize their Digital CX efforts.
Read More
Examining Digital Preferences Across 18 Countries
We surveyed nearly 18,000 consumers across 18 countries to understand how they prefer to complete 8 common interactions. Thailand, India, and Hong Kong consumers are the most digital-minded, while people in Spain and the Philippines are the least.
Read More
Five Application Areas for Digital XM
Digital XM has become an essential part of any XM effort. This blog post explores 5 core Digital XM application areas organizations should focus on to improve both the digital and overall experience they deliver to customers and employees.
Read More
Tapping Into Five Types of Digital X-Data Collection Mechanisms
Digital offers a highly versatile and efficient way to solicit and track people’s perceptions of their experiences. This post reviews several popular digital X-Data collection mechanisms and provides recommendations on how to deploy them effectively.
Read More
Five XM Practices for Accelerating Your Digital Transformation
The pandemic has accelerated the already existing trend of companies investing heavily in improving their digital capabilities. This blog post introduces five emerging practices that are helping companies accelerate their digital transformations.
Read More