XM Knowledge Base
Solve your users’ problems with the design-thinking process
Use the six-step design thinking process to work on user-centric problems to make better products and create happier customers. You have a problem but you’re not sure what to do next to get to a so...
By Meena Toor
Experience management 101: The what, why, and how of XM
As the ever-increasing flow of information shifts power from organizations into the hands of individuals, businesses must reassess how they operate. They must continuously learn what customers, employ...
By Bruce Temkin
Iconic brands finding their competitive advantage with XM
Over the last decade businesses and governments have introduced tools and initiatives that have established customer experience (CX) capabilities within their organization, such as voice of the custom...
By Vicky Katsabaris
Your employee feedback might be just the thing your customers want
Frontline employees often know your customers best. And their ideas can lead to breakthrough moments – just ask Sony, Microsoft, and 3M who’ve all seen major breakthroughs in the past thanks to em...
By Jack Davies
Brands, be brave! Netflix CMO shares how to connect with customers in uncertain times
In our latest WorkDifferent event, Bozoma Saint John, CMO at Netflix, talks about how ‘bravery’ is a key tool for brands that can help them keep hold of their customers and audiences. With a ca...
By Meena Toor
15 ways to improve the ecommerce customer experience
Like any other commerce, ecommerce needs outstanding customer experience to stay competitive and profitable. What is ecommerce CX and how can you achieve it? ecommerce shopping has changed the reta...
By Ruth D'Alessandro
3 Ways to ‘innovate’ the customer experience
This is the first in a two-part series that explores customer experience innovation, originally published on Forbes.com “Necessity is the mother of invention.” This age-old English proverb i...
By Sanjay Monga
5 digital customer service skills your agents need to be successful
Customer needs are changing. Find out how to improve your digital customer service for our distributed world. While the digital world has its own language and nuances, many of the basic principles ...
By Sarah Olson
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