By James Walker, Senior Vice President, Restaurants, Nathan’s Famous, Incorporated | Mar 18, 2020 | CC, CCE, CCS, CCW, CX Blog
As of last year, the U.S. restaurant industry has grown to over 1 million locations, generating an estimated $863 billion dollars in sales. The over 300-year old U.S. industry seems to be in a near-constant state of change, driven by macro and microeconomic forces,...
By Millie Gillon, Global Head of Client Experience and Managing Director, Standard Chartered Bank | Mar 18, 2020 | CX Blog
The road to customer centricity is long and winding. It’s different for each organization. Many organizations will try to achieve it, some will fail, and others will disappear over time. Very few will get to the end of the roadmap first envisioned, and that...
By Matt Nevill, Customer Community Manager, Agilent Technologies | Jan 9, 2020 | CC, CCE, CCS, CCW, CX Blog
Agilent Technologies, a global leader in instruments, software, services, solutions for life sciences, diagnostics and applied chemical markets, recently received the Big Kahuna Award for Excellence in Social Media Customer Service (The Selfie Award) at the 15th...
By Frost & Sullivan | Jan 9, 2020 | CC, CCE, CCS, CCW, CX Blog
When I first started designing omnichannel experiences just over 10 years ago, I couldn’t find much guidance. Mobile was still nascent; neither the iPhone nor the iPad had been launched yet. Digital marketing was only slowly moving past the blinking banner stage, and...
By Michael Truett, Founder and Chief eXperience Officer, ECPJ Advisors | Jan 9, 2020 | CCE, CCS, CCW, CX Blog
You know the saying…. “You can’t please everyone,” but as customer experience professionals, that is exactly what we are trying to do. Let’s define what Customer experience means. Customer experience can and should include a lot of elements, however,...
