5 Key Steps for Designing Relevant Customer Journeys

5 Key Steps for Designing Relevant Customer Journeys

Guest Author: Gökhan Kara, CCXP   According to Millward Brown, only 45 percent of senior marketing professionals understand their customer’s journeys. It seems that customer journeys are still a new concept for many organizations. Customer journeys are not...
A Royal Road to Listening to Your Customers

A Royal Road to Listening to Your Customers

Guest Author: Gökhan Kara, CCXP    According to research by Oracle, 86% of consumers will pay more for better customer experience. Increased competition is forcing companies to differentiate through the experience they provide to customers. That’s why more and...
How Can AI Boost NPS Program Effectiveness?

How Can AI Boost NPS Program Effectiveness?

  NPS is a simple metric to measure, but it is not that simple to improve NPS score. Higher NPS score does not always guarantee better performance in business KPI’s. Yet, this is not to say that NPS does not have business impact. On the contrary, companies with...
How to Create Customer-Centric Culture?

How to Create Customer-Centric Culture?

Guest Author: Gökhan Kara, CCXP  Creating a customer-centric culture is a hot topic. There are a lot of discussions on what customer-centric culture means and why it is important. However, it is still difficult to find guidelines on how to actually make it happen....
Integrating VoC with Journey Design to Improve CX

Integrating VoC with Journey Design to Improve CX

Customer journey mapping and customer experience management programs have become intertwined essential tools to drive business growth. A couple of months back, we teamed up with Suite CX’s CEO Valerie Peck, for a webinar to discuss how “dynamic” experience design is...
Improving Employee Engagement by Listening to VoE

Improving Employee Engagement by Listening to VoE

  A lot of research points out the undeniable link between employee engagement and customer experience. And with the increasing influence of agile in the way of working of organizations, it is much more critical today to improve employee engagement as a lever for...