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Customer Experience News 113: Innovation, Gartner Report & Online CX.

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, CX, INNOVATION

Who Are We Really Innovating For? (2min)
Writing for Oracle’s SmarterCX, Alex Alwood argues that inward looking innovation is a thing of the past and the key to adding real and sustained value in the future must come from customer-led innovation.

Gartner’s 5-Stage CX Framework (3min)
According to a new report from Gartner, many companies are still confusing brand experience with customer experience. To solve this problem Gartner suggests that companies view their CX framework as a 5-stage pyramid and aim to exceed customer expectations at every stage.

How to Make or Break Your Online CX (2min)
From a recent study of nearly 7,000 Salesforce customers, Head of Marketing Insights Mathew Sweezey identifies the four factors that he believes can make or break your online customer experience.