#ExpérienceClient

Read more about the article The Missing Metric: Why We Should Measure Emotion, Not Just Satisfaction
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The Missing Metric: Why We Should Measure Emotion, Not Just Satisfaction

Introducing the Emotional Impact Score (EIS), a new customer experience metric that goes beyond NPS and CSAT to measure how interactions truly make customers feel. Backed by behavioral science, emotional granularity, and the peak-end rule, EIS helps companies uncover hidden drivers of loyalty, reduce negative emotions, and design experiences that customers remember and return for. Learn more about it in this article!

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Read more about the article Who Moved My Customer?
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Who Moved My Customer?

In Who Moved My Customer?, Joao Pereira explores how customer behavior evolves faster than most companies can adapt. Using insights from behavioral science, nudge theory, and habit design, this article reveals why loyalty is a daily choice, not a lifetime guarantee. Learn how to spot early signs of customer drift, reduce friction, and keep your brand experience fresh so customers stay engaged before they wander to competitors.

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Read more about the article Before CX Had a Name: How a 1993 Article & Book Launched the Personalization Revolution
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Before CX Had a Name: How a 1993 Article & Book Launched the Personalization Revolution

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Before CX Had a Name: How a 1993 Article and Book Launched the Personalization Revolution A Brief Introduction to the Origins of Personalization The concept of personalization in marketing took…

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Read more about the article B2B CX – Strategy & Business Alignment
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B2B CX – Strategy & Business Alignment

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B2B CX - Strategy & Business Alignment Originally posted here with our full version: https://ecxo.org/how-to-lead-a-b2b-cx-transformation-program-and-avoid-costly-mistakes/ Introduction A successful Customer Experience (CX) transformation program must be deeply integrated with the business…

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Read more about the article How to Lead a B2B CX Transformation Program—And Avoid Costly Mistakes
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How to Lead a B2B CX Transformation Program—And Avoid Costly Mistakes

How to Lead a B2B CX Transformation Program—And Avoid Costly Mistakes   Introduction: The Importance of CX Transformation in B2B Today’s business customers expect seamless, responsive, and value-rich interactions at…

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Read more about the article Emotion-Driven Design: Unlocking the Key to Unstoppable Customer Adoption
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Emotion-Driven Design: Unlocking the Key to Unstoppable Customer Adoption

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Emotion-Driven Design: Unlocking the Key to Unstoppable Customer Adoption Introduction In the fast-evolving technology landscape, emotional design has emerged as a critical factor influencing adoption rates. Design leaders play an…

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CX Design Matters: The Hidden Key to Boosting Tech Adoption Rates

Designed by DALL·E. All rights reserved © ECXO.org CX Design Matters: The Hidden Key to Boosting Tech Adoption Rates In today’s fast-paced digital world, the design of technological products plays…

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