The fragmented customer, or the end of the illusion of the linear journey
Digital transformation promised a smooth, seamless omnichannel world. The reality, however, is substantially less elegant. Customers today move in a fragmented environment – they switch between channels according [...]
Where companies actually lose customers
Most CX strategies today appear almost surprisingly symmetrical: we invest in awareness, optimize conversion funnels, fine-tune checkout. And then—silence. Once the customer pays, the organization’s attention drops dramatically. [...]
Micro-moments determine the customer experience
Most companies still invest energy in mapping “big” customer journeys: onboarding, purchase, service, retention. These maps have their place. The problem is that the actual customer experience is [...]
Silent customer signals determine their departure
Most organizations still base customer experience management (Customer Experience, CX) on explicit feedback — typically metrics such as NPS (Net Promoter Score), CSAT (Customer Satisfaction Score), or post-interaction [...]
Silent customer signals determine their departure
Most organizations still base customer experience (Customer Experience, CX) management on explicit feedback — typically metrics such as NPS (Net Promoter Score), CSAT (Customer Satisfaction Score), or post-interaction [...]
The paradox of the closed loop in CX feedback
Closed-loop feedback management has become a standard part of advanced customer experience (CX, Customer Experience) management programs. The principle appears flawless: the customer provides feedback, the company responds, [...]
When the voice of the customer distorts reality
Open-ended responses in customer surveys have long maintained the status of the “gold standard” of Customer Experience (CX). They capture the authentic voice of the customer, provide context, [...]
