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13 Brands Disrupting the Customer Experience - LivePerson - Blog

13 Brands Disrupting the Customer Experience

In the hyper-connected world we live in, a great customer experience (CX) has never been more crucial. Why? Because 86% of consumers would actually pay more for a better one.

So it’s no surprise brands across industries are disrupting CX with everything from dynamic website journeys to mobile apps that make our lives easier. Below we’ve rounded up 13 brands that offer cutting-edge customer experiences.

1. Warby Parker

Warby Parker knows what consumers want: a seamless and convenient experience that fits into their busy schedules. With easy online ordering, access to customer service online, and a wide variety of glasses to choose from, consumers never have to set foot in an eyeglass showroom again. Plus, you can feel good while doing it: Like the popular shoe brand TOMS, Warby Parker follows the buy-one-give-one model — for every pair of glasses you purchase, they produce a pair for the nonprofit VisionSpring.

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2. Pinterest

Pinterest takes the convenience of shopping to a whole new level. With shoppable pins, consumers can seamlessly switch from casually browsing to actively purchasing with a single click. Plus, the image-driven UI is a marketer’s dream.

3. Stitch Fix

Collecting preferences through a quick quiz and scanning Pinterest boards, Stitch Fix combines data with the human touch for individual style curation. The most convenient part? Clothing items chosen for each person are delivered right to his or her front doors. And, as your pin style changes, so do your clothes. Genius.

4. Amazon

Amazon isn’t just an online store with low prices and endless selection options. It’s also an experience in itself. Consider the Amazon Prime program: It gets merchandise shipped to consumers without the associated charges in two days or less. Convenient, quick, and seamless — just what today’s consumer demands!

5. Macy’s

Macy’s takes its CX to the next level by pairing the ease of mobile browsing with the experience of in-store shopping. Consumers can use their smartphones to ask questions when visiting a Macy’s location to streamline their trip. Need help getting around? The retail giant is test-driving a “Macy’s on Call” program, which uses IBM Watson to navigate customers around the store.But don’t think AI will replace the need for sales associate — who else will assure you that outfit looks cute?

6. The Limited

The Limited extends its customer service across all digital assets with online and mobile messaging to stay connected with its savvy, on-the-go audience. The result: a 20% uptick in conversions and a 25% increase in average order value ($133 compared to $106) from those who were assisted through LiveEngage.

7. Home Depot

Home Depot believes every experience — physical, online, and in app — should feel consistent. The bottom line: It meets consumer demands with convenience and consistency to improve customer satisfaction and build loyalty. Home Depot transformed its digital experience to take place whenever and wherever it’s convenient to consumers. Whether at home, on the go, or in a store, shoppers can access inventory information (for up to 35,000 products!), in-depth product information, and store maps.

9. Royal Bank of Scotland

Committed to giving consumers what they want, the Royal Bank of Scotland (RBS) offers consumers 24/7 banking service from anywhere and everywhere with online messaging. By providing bank support when and where it’s most convenient for consumers, RBS builds more meaningful conversations and lasting relationships. As a result, more than 90% of consumers return to use its messaging service.

9. Fairhaven Health

Fairhaven Health increased its messaging capabilities both online and via mobile to create more meaningful connections and help customers reach their health and wellness goals. Because its business is also about educating users, it monitors visitor behavior to deliver highly personalized and relevant content while shoppers are browsing its site.

10. Virgin Atlantic

Virgin Atlantic differentiates its brand with CX. How? By catching website visitors who drop off before completing the booking process and helping those most in need of assistance. Chat enables Virgin Atlantic to connect with consumers, boost engagement, and, ultimately, add revenue to the bottom line.

11. Hyatt

When guests staying at a Hyatt hotel needs something, they pick up their smartphones. With just a few taps on the screen, guests can requests towels, make reservations, log complaints, or chat with a concierge.

12. Airbnb

With Airbnb, travel has never been more convenient. Reservations can be made online or in app, reviews are provided by both hosts and guests, and its customer service is excellent. Put simply, the company successfully embraces technology to disrupt the travel industry and help travelers experience a new (or familiar) destination without the hastle.

13. Uber

The days of hailing a cab may soon be behind us — thanks to Uber. The app makes it easy to catch a ride with a simple tap on the screen. It also stores payment information for seamless transactions and offers in-app texting, so your driver can let you know when he or she arrives at your location.

Companies around the world are learning that to create loyal customers, they must first create extraordinary experiences. More than ever, this means turning to the technology people already know, use, and love. Disrupting CX does anything but disrupt the customer. Instead, it eschews traditional methods and prioritizes seamless, integrated experiences.

Want to stay up to date on CX (and more)? Subscribe to the Connected Customer blog.


Publish Date: September 8, 2016

2022 Buyers Guide Help Desk Software

eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.


Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!


Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.


LiveAgent Help Desk
LiveAgent is a cloud-based Help Desk Software with over 195+ compatible integrations. Streamline all customer communication channels and manage them from a single shared company inbox. Enjoy social media integration, unlimited ticket history, call recordings, hybrid ticket streams, and more. Companies like BMW, Yamaha, Huawei, Orange, or Forbesfone use LiveAgent to deliver customer wow to 150M end-users worldwide.

Nuxiba Technologies

Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!


OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.

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