7 min read
Customer Experience Lessons from Tesla’s Customer Journey Obsession
Originally posted 6/21/2021. Updated 5/24/2024. Tesla, a pioneer in electric vehicle innovation, continues to drive the automotive industry toward a...
CX (6)
3 min read
How to Solve the Top CX Challenges in Telecoms
In 2020, when most companies shifted to work-from-home setups, many telecoms operators and media providers found themselves at the centre of a storm....
3 min read
The Amazon Challenge: Can Anyone Beat the Ecommerce Giant? Leveraging AI to Meet Dynamic Customer Expectations
There’s little debate that in terms of e-commerce and customer experience (CX), Amazon dominates. While many companies were still trying to figure...
3 min read
Trust vs Experience—How do Banks Balance Customer Experience and Risk?
The exponential growth in e-commerce adoption and the ability to transact instantly has become the expected norm for customers. As digital...
3 min read
Why Customer Experience (CX) Centricity is Essential to e-Commerce
In 2020, e-commerce experienced the equivalent of a 10-year growth spurt in just three months as a result of the pandemic. Businesses had to quickly...
3 min read
How Airlines Embrace New Trends to Satisfy Modern Traveler Expectations
As travel starts to open up again, it’s an entirely different experience—both for those traveling and for the airlines, cruise liners, hotels and...
3 min read
Growing On-Demand Home Improvement Services—Which Metrics Matter?
Like many subscriptions, on-demand home improvement services is a rapidly growing industry. With people spending more time at home in 2020, but...
3 min read
Experimenting for CX Excellence: Emulating Netflix and Amazon's Growth Strategies
Companies including Amazon, Netflix and Uber are well known as global business leaders, not just in terms of revenue and profits generated, but also...
3 min read
AI's Role in Driving Sustainable Subscription Adoption
In 2020, online subscriptions, as an alternative to going to gym and grocery delivery, provided a lifeline for these industries in particular. Though...
2 min read
Secure and Satisfied: How Antivirus Vendors Optimize CX to Drive Subscription Growth
With the increase in online activity, there is also a growing need to keep information secure. Unfortunately, statistics show that people and...
3 min read
Gain Home Services Customers by Optimizing the Online Customer Experience (CX)
It is estimated that the value of the ‘Global Online On-demand Home Services’ industry will exceed USD4.1Trillion by 2027 up from an estimated...
3 min read
Optimizing CX for the Future of Travel Beyond 2021
The travel industry was one of the hardest hit when the pandemic resulted in border closures and travel restrictions. The good news is that as the...
3 min read
E-commerce Conversion Optimization is not Conversion Rate Optimization
Digital leaders are under pressure to demonstrate a return on investment (ROI) on their e-commerce optimization efforts. Quantifiable metrics are the...