How to Define and Measure the Customer Experience

Defining the Customer Experience (CX) Experts at Convince and Convert define customer experience as the “combined interactions a customer has with your brand.” These interactions span the entire customer journey from individual consumer touchpoints to customer engagement channels (i.e. chatbots, social media, email, etc.). Customer experience is subjective, which makes achieving a unanimously positive customer

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Improve Your Customer Experience with Data

The Age of the Customer Years before it was widely accepted, Forrester Research, Inc., the notoriously famous market research firm, spotted the economic shift in power from a “business-centric model” to a “people-centric model” where consumers demand the innovation of goods and services. The team at Forrester called this era the “Age of the Customer;”

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