The Customer Journey Is Never Done

The kick-off keynote at this year’s B2BMX Conference got everybody talking. Brian Solis, who focused on the humanization of B2B Marketing, made several interesting points. Most are summarized in this cartoon that he created. Solis emphasized the need to understand...

Avoid These 12 Potential Pitfalls in CX

This post was written by Steven Keith, Founder of CX Pilots.  As the discipline of Customer Experience glides firmly into the mainstream and nearly everyone across marketing, e-Business, and operations are now talking about CX, and how to extract maximum value from...

CUSTOMER EXPERIENCE – LESSONS FROM THE MOB

In my professional life, I work with companies looking to create customer experiences that’ll help set them apart from the competition. In the process, we take a hard look at the touchpoints – digital & physical, delivered directly through their staff or...

Content By Any Other Name…

What do you learn when you visit nearly 100 support portals or public knowledge bases (KB) in a short period of time? Here are five observations from just such a recent journey that I took as part of a research project. The experience mostly sucks. My gut tells me...