article thumbnail

Executive leadership in the Age of the Customer

Customer Bliss

Without that — which usually means a silo-by-silo prioritization method — your customer experience efforts will not, unfortunately, get very far. So what does this one-company approach look like, especially if you believe — as I do — that we’re completely in The Age of the Customer by now?

article thumbnail

Welcome, Governments, to the Age of the Customer

1 to 1

For those who--despite the customer experience debacle--remain unconvinced that the Age of the Customer applies to governments, the Sochi Olympics should do the trick. In the Age of the Customer: There’s more… To read the rest of this blog posting click here or visit


Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

Are Your Call Recordings Up-to-Snuff for AI-fueled Speech Analytics?


We are well within the “Age of the Customer”. The first step toward competing successfully in this era is capturing the voice of the customer.

article thumbnail

Here’s why the experts think empathy is the key to customer experience


Buzzwords come and go in the customer experience world, but while we lose our patience with most, there are some that rightfully stick around. In 2013, Forrester Research landed on one such phrase – the ‘age of the customer’. Customers have more power than ever to get their voice heard and listened to.

article thumbnail

CX vs. UX: The Yin and Yang of Customer Loyalty


iii] In the “Age of the Customer,” every interaction between customers and a company is critical. Then in 2008, Bruce Temkin and Jeanne Bliss founded the Customer Experience Professional Association (CXPA), establishing a body of CX practices. Seen in this light, the UX team reports to CX.

CX 52
article thumbnail

Are Smart Things Really Smart or is it Just Smart Marketing?


The Age of the Customer and the Fourth Industrial Revolution. In one of their older Customer Experience reports Forrester claimed that we are now in the “ Age of the Customer “ This was music to my ears when I first read it, because as you know I’m a customer champion. Click To Tweet.

article thumbnail

How to build customer trust: 4 things to start doing today


In the early 2010s, the Age of the Customer emerged. The Age of the Customer continues today—and the data shows it. Gartner research reveals that 74 percent of customers expect more from brands, not only in their products and services but also in how they treat their customers.