Understanding customer obstacles is important. But Ryan Hart, principal analyst at Forrester, discusses how problems arise when CX teams need to move from a list of customer pain points to actual improvement projects.
Understanding how little you know about your customers is actually the first step toward understanding them. But Larry Alton shares four assumptions that can keep you from understanding your customers.
With Forrester research indicating that chat is starting to transform digital customer experiences, Kate Leggett reveals the latest study findings about its use amongst leading retailers including Amazon, Best Buy, Dell, J.C. Penney, Kohl’s, Macy’s, Sam’s Club, Target, Toys R Us, and Walmart.
Neil Davey is the managing editor of MyCustomer. An experienced business journalist and editor, Neil has worked on a variety of newspapers, magazines and websites over the past 15 years, including Internet Works, CXO magazine and Business Management. He joined Sift Media in 2007.