The fourth part in a 7-part series on customer experience measurement, based on ideas and insights from Greg Kihlström’s recent book, Meaningful Measurement of the Customer Experience. This article discusses qualitative measurement of CX.

The third part in a 7-part series on customer experience measurement, based on ideas and insights from Greg Kihlström’s recent book, Meaningful Measurement of the Customer Experience. This article discusses a measurement framework of CX.

Article by Greg Kihlström for CMSWire. Customers are in control. Anyone in a customer-facing role has seen the increasing demand for personalized experiences and the desire to interact with a brand on their own terms.

The second part in a 7-part series on customer experience measurement, based on ideas and insights from Greg Kihlström’s recent book, Meaningful Measurement of the Customer Experience. This article discusses a measurement framework of CX.

In this article written by Greg Kihlström for Forbes, he discusses how you can ensure that you are getting real business value from your personalization efforts.

The first part in a 7-part series on customer experience measurement, based on ideas and insights from Greg Kihlström’s recent book, Meaningful Measurement of the Customer Experience. This article discusses some of the traditional methods of measuring CX.

Not every metric and data point you collect may fulfill the definition I provide for meaningful measurement. The purpose of providing this category of measurements is to provide customer experience professionals with a set of metrics that translate directly into descriptions of solutions to key business challenges that drive bottom-line decisions.

Featured on Capitol Communicator - I’m thrilled to announce the release of my latest book, Meaningful Measurement of the Customer Experience, which dives deep into the need for CX professionals to set up systems of holistic measurement of the entire experience, as well as how to accomplish this.

This article was written by Greg Kihlström for Forbes Agency Council. A common goal for marketers is to ensure that the right customers get what they need in order to move toward a purchase. While every organization’s customer journey is unique and every individual’s journey is a little bit different, the role of orchestration in ensuring there’s a seamlessness in going from awareness to a sale (and beyond) can make or break the success of your marketing efforts.

This article was written by Greg Kihlström for CMSWire.com. By now we know that customers not only prefer, but expect a personalized experience that delivers what they want, when and how they need it. Anticipating and delivering on customer needs can make the difference between business growth and losing customers to competitors that provide a better experience.

Article by Greg Kihlström for CMSWire. We are continually reminded of how quickly the world, our customers, and our way of doing business evolves and changes. Your customer data strategy is a critical part of your organization’s short- and long-term success. Because of this, it is important that you create it in such a way that is able to account for current and future challenges and opportunities, as well as external and internal dependencies.

In this article, Greg Kihlström discusses designing, implementing, and managing meaningful and agile change for a customer-centric organization by looking at the four components of an agile digital transformation.

This is the first of a two-part series on what we call the experience trifecta: combining technology, employee experience and customer experience to create a better communication and collaboration environment that translates to better business outcomes. We’ll begin by exploring technology’s role and impact on the employee experience.

You have most likely heard the term “The Great Resignation” to refer to the current workforce environment we find ourselves in. With record numbers of employees either quitting or considering quitting their jobs, and an equally record-breaking number of job openings that are going unfilled, this phenomenon is affecting the internal workings of a large percentage of organizations. Just as importantly, it is having an impact on end customers and the customer experience.

Organizations have several tools at their disposal to better understand their customers. Two of the most important are customer relationship management (CRM) platforms and customer data platforms (CDP). For those less familiar with the distinctions and definitions of each, let’s briefly define them individually before we talk about how they can be used to work together.

Doing customer experience well requires people, process, and platforms working together in harmony. It also requires that the organization is able to adapt and adjust using the best information and approaches available. This is where agile practices can complement CX initiatives very well.

In this article, Greg Kihlström discusses the shift and approach organizations need to take to transition from a world of third-party data to first-party data.

In this article for CMSWire, Greg Kihlström discusses how Experience Level Agreements (XLAs) can positively affect the customer experience, in addition to the employee experience.

Article by Greg Kihlström for Forbes.com. Any leader knows that labor costs, including payroll and contractors, can be the largest expense a company has — as much (or sometimes more) as 70% of a company’s budget. Not only is this important from a purely financial perspective, but it is also important to remember from a customer experience (CX) one as well.