Every Friday, I round up the best Customer Experience writing I have seen during the week. Subscribe below if you’d like to receive this by email each week. Previous editions are here.
- CustomerThink has a great post on the State of CX in 2018 – with some interesting survey results.
- Shep Hykens excellent page has a great guest post from Julien Rio who calls out the KPI’s that you MUST monitor for a great CX. Nothing controversial here, but I have built almost all of my CS teams around these metrics, and had success from each team because of the clarity of key metrics.
- Everybody is building a customer-driven company – but what does it really mean? Appcues have an excellent definition of the why’s and how’s on building a customer-centric company.
- Omnichannel still remains a key buzzword in the CX world – here are five tips for building your omnichannel strategy from CXM magazine.
What did I miss? Let me know the best Customer Experience writing you’ve seen this week in the comments.