Howard Schulman, Author at Lightico

Martin Hill-Wilson and the Future of Customer Experience

  • January 9, 2019

There are lots of companies out there furiously completing journey maps and trying to bridge the gap between customer expectations and customer experiences. We spoke with noted Customer Experience (CX) innovator, Martin Hill-Wilson and asked about the state of CX and what companies should focus on for 2019 and onward. According to Martin, CX is …


Jeanne Bliss Asks: Would You Do That to Your Mother?

  • January 7, 2019

When it comes to Customer Experience (CX) these days, customer experience industry expert and author, Jeanne Bliss, thinks businesses should ask themselves whether or not they are treating customers as well as they would treat their mothers. We recently sat down with Jeanne, and asked her about the current state of CX and what we …


The Future of CX According to Sue Duris

  • January 7, 2019

What will Customer Experience (CX) look like in 2019 and beyond? According to a noted CX industry expert, Sue Duris of M4 Communications, there is plenty of room for improvement. According to Sue, there is a high level of stagnation in the CX environment but she has lots of optimism and great ideas to shake …


Nate Brown: It’s Back to the Future for CX in 2019

  • January 4, 2019

If you ask Customer Experience industry expert, author and co-founder of CX Accelerator,  Nate Brown what he thinks about CX in 2019, he’ll tell you that it’s not where it should be but he is optimistic for progress. According to Nate, many businesses have a very short-term mentality and are concerned with what customers can …


Why Today’s LOS Fail to Meet Lending Needs in 2019

  • January 3, 2019

There is a general perception that the newest generation of Loan Origination Software (LOS) covers all the needs of both lenders and borrowers. With advanced technology that automates risk assessment and credit scoring, provides multi-channel capabilities, assists with compliance, and enables lenders to streamline loan processing and product offerings, LOS promises a far more efficient …


Shep Hyken: The Key to Great CX is Customer Convenience

  • January 2, 2019

  We spoke with veteran customer experience advocate, novelist, and speaker, Shep Hyken about customer experience (CX). As outlined in his new book The Convenience Revolution, Shep believes that the customer experiences that are most productive and memorable are the experiences that are convenient for the customer. We took a deeper dive into the current …


Customer Experience Conferences 2019 (Updated)

  • December 14, 2018

Customer experience conferences are a great place to learn from CX experts and from your peers as well be exposed to the latest technology driving CX change. CX conferences are often times a bit broader than typical call center conferences, which is why we thought it would be a good idea to put together this …


Understanding the Customer Journey Map and it’s Importance to CX

  • December 11, 2018

No one would consider setting off on a long road trip without a GPS or at least a map or two to guide them along the way. Yet, it’s amazing how many businesses attempt customer relationships without any type of guidance or customer journey map that would help them sell much quicker and easier. Far …


What Is Customer Journey Analytics and How to Solve Poor CX

  • December 3, 2018

Today’s businesses are familiar with customer journey analytics and its importance in uncovering problems along the customer journey and how that helps to create positive customer experiences. Customer journey analytics start with a map or diagram that shows all the steps that customers will take when engaging with a business. These touchpoints incorporate the complete …