5 CX Must Reads: Best of March

By: Kate Zimmerman

April 1, 2016

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Check out this month’s must-reads about customer experience from around the web. The Sentiments team has aggregated what we think are useful and engaging articles for anyone interested in understanding and improving the customer experience.

10 Reasons Organizations Fail To Deliver Great Customer Service
Even if you have a customer experience management program in place, you may be missing these opportunities to wow your customers and deliver great customer service.

Four Critical Components of Your Customer Journey Map
Building a customer journey map is a great way to understand and improve your customers’ experiences. However, there are many components of a journey map that you need to take into consideration to ensure you are creating an accurate representation of their journey.

4 Technology Trends Improving Customer Experience in 2016
Omnichannel, individualization, AI, and real-time communication technologies are all becoming big players in the CX technology, helping customers and brands alike.

Is Your Customer Experience the Stuff That Legends are Made Of?
As good customer experience increasingly becomes the expectation, , brands need to figure out how to deliver experiences that stick out from the crowd

Mobile Use, Attention Spans, and How to Reach the Next Generation of Social Customers
As attention spans drop and mobile devices become more and more prevalent in every facet of life, brands need to make sure that their experiences not only work on mobile, but also make the customer’s experience easier.


Kate Zimmerman is a Content Marketing Specialist at Clarabridge. Kate focuses on building content that supports CX efforts, product marketing, analyst relations, and has become an industry expert in Customer Experience Management. Kate holds a B.A in Politics from the University of Virginia and can be found on Twitter at @kmzimm.