Editor's Picks

Thought Leadership Articles

How the New AI — Authentic Intelligence — Can Improve Sales Productivity

Barry Trailer -

How Data and Decisioning Technology Help Marketers Deliver What Consumers Really Want

James McDermott -
You’re on a journey right now, whether you realize it or not. Every one of us, as a consumer, is engaged in a meaningful...

6 Cures for Solutionitis, a Benevolent Plague Infecting Your Organization

Dave Fish -
Oyster forks, responsive speed bumps, beer holder hats, ‘smart’ glasses that block out TV ads…one has to wonder if these innovations are really necessary....

Should Your Company Brand be Distinctive or Descriptive? 6 Lessons Learned

Christopher Ryan -
Everyone has an opinion when it comes to branding. Over the course of my career, first as a client-side marketing executive, then as a...

Data Quality in the Customer Journey: Create an Amazing Experience by Eliminating the Knowledge Gap

Greg Brown -
Customers define success for a brand. They are the only judge of successful marketing, and the number one reason they leave a brand is...

Think Tank Discussions

Why Spirit Airlines’ and Ryan Air’s Customer Experience is Better than...

Jim Tincher -
We all love to hate Ryan Air and their U.S. equivalent Spirit, low-cost airlines that go all out to remove any frills. Frequent travelers, such as myself, have a reason to hate them. So, why do I compliment their CX department?

Why trying to out-wow competition can backfire in B2B customer experience

Megan Burns -

Value For Customers: The New Frontier For CX Professionals

Maxie Schmidt-Subramanian -

Net Promoter Score (NPS) – Still useful or ineffective?

Ellie English -

Could a “Customer Success” Mindset Save the CX Industry?

Bob Thompson -

Industry News

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Groundbreaking CX Research


MarketPlace

Featured Listings

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.

Put the Customer Experience First: How to Up Your Omnichannel Service Game

[09/26/2019] Today’s consumers expect a seamless or “omnichannel” service experience, but due to legacy technologies many consumers are still forced to navigate siloed channels. Learn how brands can use modern technology to empower customers and agents to switch between phone and messaging, without losing context.

How “Redefined Customer Loyalty Programs” Can Change the Way You Do Business

Customer loyalty programs are often equated with simple “earn/redeem” reward schemes, which cannot address “loyalty” in its entirety. Learn how to achieve customer experience excellence using “Redefined Customer Loyalty Programs” as a framework to enable your company to gain & utilize a deep data-driven understanding of your customers.

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