Author name: Abisola Tanzako

Customer experience is shaped by every interaction a person has with a brand. These interactions, known as touchpoints, occur throughout the customer journey, from the moment a potential customer first hears about your business to the point they become loyal advocates. Each of these touchpoints offers a unique opportunity to create a positive impression, build […]

 Creating a customer experience strategy that works is crucial for any business seeking to remain competitive. Customers expect fast service, clear communication, and interactions that feel personal and tailored. When those expectations are not met, they leave. A strong strategy focuses on what customers need and how they feel at every stage of the process.

Digital businesses face the formidable challenge of scaling operations while maintaining seamless and personalized customer interactions. This delicate balance is no longer a mere advantage but a fundamental survival necessity, as 73% of consumers cite customer experience as a crucial factor in purchasing decisions.  This highlights the urgent need for businesses to prioritize and invest

 Whenever a customer interacts with your business, browsing your website, speaking with a sales rep, or calling customer service, they form an impression. That impression is what makes up their customer experience. And managing that experience well is what Customer Experience Management (CXM) is all about. A good product or service is not enough in