Today we’re going to talk about the growing need for businesses to adapt to heightened customer experience expectations. Between a continually changing business environment, to increasingly sophisticated consumers, this presents a need for companies to tackle these challenges from multiple angles and perspectives.

Transformation initiatives of many kinds are currently in progress across the business world, and they all have the intention to fix some or all of the challenges that currently plague the organization. In business, as in life, though, there is rarely a silver bullet that can fix a challenge all by itself. Instead, the solution is usually a combination of things working together.

This is the second in 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.

In this article, Greg Kihlström explores measurement and the customer journey so we can better understand how to effectively measure customer experience. Based on ideas and insights from his recent book, Meaningful Measurement of the Customer Experience.

The final 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 return on experience.

This article was written by Greg Kihlström for CMSWire.com. You can read the rest of the article here. Customers continue to demand more personalized experiences, even leaving brands that fail to provide the level of service they expect. But at the same time customer expectations are rising, the data privacy demands that eschew third-party data harvesting and identity stitching are also growing in complexity.

Greg Kihlström wrote and contributed this article, based on ideas from his latest book, Meaningful Measurement of the Customer Experience. Read the full article here. If you ask most business leaders what their primary measures of success are, they can probably tell you pretty easily. But when they are given reports with statistics on a regular basis, the information presented starts to cloud the judgment of those reading those reports.

The sixth 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 process measurement of CX.

Greg Kihlström wrote the following article for Forbes: read the rest here. Marketers face increasing pressure to provide relevant offers to customers, and the competition only seems to increase as consumers have more options to choose from and seemingly endless ways to get what they are looking for.

The fifth 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 product measurement of CX.

Article by Greg Kihlström for CMSWire.com. You have undoubtedly heard about the important role a customer data platform (CDP) plays in creating customer-centric marketing, sales and customer service within your organization. While the term CDP is used frequently, there are many different definitions and combinations of features that these platforms use.

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.