Customer Experience Blog. Learn about the Customer Experience (CX) revolution directly from our experts.

Author: Jorge Agnese
August 8, 2019

Recent reports have shown that 86% of customers are willing to pay more for better customer experience (CX). It is important to consider the flip side of this too, consumers are very likely to begin doing business with a competitor following a poor customer experience. Customer experience is quickly becoming the number one brand differentiator. This is […]

Author: Ric Cavieres
August 8, 2019

Robotic Process Automation (RPA). Three words when used together have some fearing for their job due to conflation with Artificial Intelligence (AI), while others picture a physical robot! So, what is RPA? Have you ever built a user interface (UI) macro? Congratulations you’ve implemented RPA. Back in the mid-90s, while at university, in Leeds, England, […]

Author: Sal Cardozo
August 8, 2019

Two weeks ago, I attended the 2019 Gartner Data & Analytics Summit in Orlando, Florida. This event is one of the leading conferences in the country for data and analytics practitioners like myself. This year was an extraordinary year to participate. In many ways, it was a different Gartner conference than those I’d attended in […]

Author: Jorge Agnese
August 8, 2019

Imagine this: you are sailing away from the crystal blue, serene waters of the Caribbean, about to dock on land and walk off the cruise ship; your vacation has come to an end. The end of any vacation can be a bit depressing, but it’s made even more so if you’ve experienced poor customer experiences […]

Author: Sam Jafri
August 7, 2019

“Hi, what vehicles can I help you see today?” is a typical question you hear when walking into a car dealership. As a petrol head myself, nothing irritates me more than an old-fashioned “used car salesman” sales approach. For too long, the car buying process has been lengthy, burdensome and never truly focused on Customer […]

Author: Angelo Beacon
August 7, 2019

Written by: Angelo Beacon Client Executive OZ We have seen a shift in today’s society where prices and products are no longer enough to win and retain customers. According to a Walker study, “By 2020, customer experience will overtake price and product as the key brand differentiator.” Businesses are winning when they adapt accordingly, meanwhile, […]

Author: Ed Kirchmier
August 7, 2019

Earlier this month, I attended Shoptalk – one of the biggest and fastest-growing retail industry events of the year. In just its fourth year, Shoptalk already has 8400+ attendees and some of the biggest names in both retail and technology. As the VP of OZ’s Retail and Consumer Consulting practice, I’m amazed at how quickly […]

Author: Amjad Shamim
August 7, 2019

Clack-Clack-Clack-Clack…. The sound of keystrokes by 14 check-in agents feverishly entering information into their computers to check-in hotel guests standing in a line that snakes down the corridor. This was the scene at a Las Vegas hotel I was staying at while attending a Customer Experience conference. When it was finally my turn, I walked […]


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