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Customer Experience
11 articles
3 Business Reasons to Care About CX
CX is not a cost — it's an investment with a measurable return. Companies that put the customer at the center, generate higher revenue, build loyalty and compete effectively in the omnichannel world. Learn three tough business arguments that will convince any CEO to invest in the customer experience.
Read →Customer Experience: the only path to brand loyalty
Advertising can build brand awareness, but it won't buy customer loyalty. The true strength of the world's most respected brands is a consistent customer experience — from the promise made in the campaign, through the product, to the after-sales service. Find out why brand management is customer experience management and what you can do to keep your brand promise from falling into reality.
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Process approach in business management
Process business management is the foundation of lean organization — it allows you to systematize activities, eliminate waste and react quickly to market changes. Learn about the process approach, the benefits of implementing BPMS, and how modeling, automation and process monitoring in Creatio translate into real operational improvements.
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3 Questions to Ask Before Starting a Digital Transformation
Digital transformation is not just new software — it is primarily a change in organizational culture at every level of the company. Before starting it, every organization should answer three key questions: whether the customer is at the center of all activities, how to guide employees through large-scale changes, and how to build a coherent vision of success that the entire team understands.
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9 Ways to Create a Great Customer Experience
One unique experience is enough to earn customer loyalty for years to come. Experts Joey Coleman and Dan Gingiss point out 9 concrete ways to achieve them — from learning from market leaders to strengthening the first line of service, to creating simple loyalty programs and ensuring accessibility across all channels.
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4 Steps to Develop a New Customer Experience Strategy
Customers today are less loyal than ever — and they vote with their wallet for brands that offer exceptional experiences. Building an effective CX strategy doesn't have to be chaotic. We outline four concrete steps: from discovering gaps in your current service, to determining the scope of change, to implementing and optimizing — that will allow your brand to stand out and retain customers for longer.
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Digital Sales Transformation Tips
The fourth industrial revolution is changing the rules of the game in sales — AI, mobility and data science are no longer the future, but the everyday life of the best teams. Explore the 7 elements of digital sales transformation: from the use of AI and coaching, to a customer-centric culture, agile teamwork and a trust-based environment.
Read →How important is customer experience? Explore the statistics
One bad service can cost more than an entire campaign to acquire a new customer. Hard data doesn't lie: customers leave because of poor customer experience — not the price, not the product. Check out 6 statistics that show why investing in customer service is one of the top business priorities today.
Read →The power of listening to customer feedback
Truly customer-centric companies don't stop at declarations — they actively listen to it, combining quantitative data with direct contact, and monitor every touchpoint with the brand. Learn what sets Customer Experience leaders apart from the rest of the market and how to build an organizational culture where customer delight becomes a shared goal for the entire team.
Read →What is Customer Journey? Definitions and Examples
The Customer Journey is a look at the company through the eyes of the customer — from the first contact, through the sales, to the after-sales service. Learn what a customer journey map (CJM) is, how to build it step by step, and how the Creatio platform allows you to track and optimize every step of that journey in a single system.
Read →Mistakes in thinking about customer experience
CX Day is a good time to dispel the myths about Customer Experience. Because CX is not a method to implement, not a tool or a task for the customer service department — it is a long-term approach to running a business that involves every employee and every department. Find out what Customer Experience really is NOT — before you start transforming your organization.
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