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Thought Leadership Articles

The Right Diagnosis is Crucial for Marketing and CX Improvement

Christopher Ryan -

Combating the ‘Amazon Effect’ to Close the Gap Between Customer Experiences and Expectations

Amanda Forshew -
The AMAZING is now the EXPECTED The age of the ‘expectation economy’ has turned what was once the amazing or unusual, into the expected. Can...

Brand Loyalty is About Engagement, Conversion and Retention. Not Points

Ron Jacobs -
During the Mad Men-era of advertising in the 1960s, there was a significant creative revolution that changed how products and services would forever be...

Culture May Eat Strategy for Breakfast, but CX Prefers Pizza for Lunch

Dave Fish -
God. Football. Pizza. That’s the life priorities in my small hometown of Berwick in Northeast Pennsylvania. When alone, some locals will confide that their priorities...

What Changes are Warranted in CRM Systems for Compliance with California’s New Privacy Act?

Mohammad Rizvi -
The California Consumer Privacy Act of 2018 (AB 375)1 is expected to set a new standard for consumer rights regarding collection and usage of...

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Think Tank Discussions

The paradox of customer experience: human interfaces versus artificial intelligence (AI)

Steven Van Belleghem -
November 5, 2018 Let's talk about one of the most important paradoxes in customer experience: the “Human Element.” Why is it a paradox? Well, it’s because it seems to be simultaneously the easiest part to understand, the easiest part to execute properl...

Comcast is making customer experience its best product

Steve Curtin -

When Starbucks became Starfast

Sampson Lee -

The only way Tesla can hope to win

Dan Toma -

Customer Experience and Customer Success: What’s the Difference?

Annette Franz -

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Featured Listings

Employees can make or break great customer experiences. Are you engaging them for growth? VIDEO

To deliver a great customer experience, you must first do the work of ensuring your employees are empowered to deliver on your vision. See how our community platform is designed to shape an ecosystem of knowledge between decision makers and the front line, ensuring greater ROI on your CX program.

Hooked On Customers: The Five Habits of Legendary Customer-Centric Companies

Combining his own professional experiences working as a CEO with his extensive research and expertise as an international authority on customer relationships, author Bob Thompson reveals the five routine organizational habits of successful customer-centric businesses: Listen, Think, Empower, Create, and Delight.

Getting Your CX Program Unstuck: 3 Secrets From the Trenches

Are your Customer Experience efforts stalled or struggling to show benefits that the CFO will understand? Get the secrets to CX success plus tips on how to deal with common roadblocks and how to use maturity modeling to know where to focus your attention.

Transform Customer Care in 2019: New Research on When Consumers Prefer to Talk or Type

[11/29/2018] From the phone to Alexa, consumers expect brands to be ready for them anytime, anywhere. New research with 2,000 US adult consumers reveals what prompts one consumer to pick up a phone, while others to use social media to engage with a brand.

Connect In the Now: Preparing Your Brand to Engage with Today’s Consumers

Today, experiences are won or lost in the moment they occur. Learn how brands can take advantage of new ways (mobile apps, messaging, connected devices, and more) to engage with customers in real-time to turn a live experience into an opportunity to proactively improve.

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