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To some people, the thought of a customer service team and a business strategy group working together could be compared to oil and water. Strategy pros are often the “dreamer” type, thinking big…

Companies are getting ahead of customer needs with AI.

Massive retail store closings and bankruptcies are causing concern, hype, and a little bit of over-reaction throughout the industry. While any growth-oriented enterprise will be rightfully concerned about the shrinkage, jumping to conclusions about a “retail apocalypse” is dangerous, and it’s even more dangerous to point fingers and lay blame where it is not deserved. What’s going on currently in retail is not an apocalypse, it’s a correction. It’s not the Internet’s fault. It’s not Amazon’s fault. Dotcommers are not taking over the world.

That brings me to the title of this post – is it time to have a 2017 CX reality check? I will often describe CX as an ‘evolving’ profession. If we look at how far the profession has come since Jeanne  and Bruce turned it into one only 6 years ago, it is hard to argue that it is evolving.

It is has become very important that brands begin to evaluate the experience of their customers right from the very first touch point. Understanding the current experience will shade light into those shadowy areas where improvements should be made. To help with that, here are 10 common mistakes that could be ruining your customers’ experience.

This year it’s time to set some team New Year’s resolutions. Here’s seven totally doable, big impact resolutions you can make with your entire support team.

There were many laughs and lots of effort expended during this vacation, but there was one defining moment. We all found it to be the most memorable and joyful – the photo opportunity at breakfast with all the Disney characters at the Disneyland Hotel restaurant.

The combined results of those two waves of research tell a very revealing, two-sided story of current state customer experiences and expectations for emerging omnichannel services.

Now, why did Trader Joe’s rank so high in customer satisfaction? The grocery store secured the highest rating in atmosphere and fast checkouts and clinched second on cleanliness, courteous staff, merchandise selection and accurate pricing. That’s just looking at the quantitative results. Trader Joe’s has also done a lot in terms of surpassing customer expectations and keeping them content.