Editor's Picks

Thought Leadership Articles

How to Apply Machine Learning to Your Digital Marketing Strategy

Jerelle Gainey -

Why Now is the Perfect Time to be a Sales Professional… Even for Millennials

Barry Trailer -
In the previous column, I introduced the notion of Sales as a Profession (SaaP) and some of the steps that have been cataloged toward...

Intelligent Self-Service: Three Ways to Grow Consumer Comfort with Automated, Robotics-Driven Interactions

Nancy Porte -
With Google at their fingertips and Alexa at their beck and call, today’s consumers are used to interacting with machines conversationally to get the...

How Mapping the Buyer’s Journey Can Lead to More Revenue

Christopher Ryan -
The process of capturing the methods by which prospects make a purchase decision is called buyer journey mapping. The goal of buyer journey mapping...

Enabling Graceful Departures: A Casper Case Study to #MakeMomProud

Jeanne Bliss -
“Ride our bike for 50 days; if you don’t like it, return it, no questions asked.” “Cancel your subscription for those razor blades—it’s OK,...

Big Ideas Videos

Think Tank Discussions

5 Things You Should Not Do in the Name of Customer...

Joseph Michelli -
I was asked recently to provide a couple blogs concerning must-have and must not do elements of a successful customer experience business. Here are five things you should NOT do.

Why CRM Struggles To Improve The Customer Experience

Paul Selby -

How to Fix Cable: Better CX, More Innovation, or Lower Prices?

Bob Thompson -

Is your thought leadership really “thought followership”?

Bob Apollo -

Ryanair: Low Prices + Unhappy Customers = CX Success Story?

Bob Thompson -

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The whole CX training experience you've been looking for!

Register for the workshop before May 31st and get 6 online CX courses to round out your training package! Differentiate your organization with CX strategies and practices taught live with interim-CEO of CXPA, Diane Magers, and founder/CEO of CX University, Mohamed Latib. Join in Philadelphia or Long Beach next month.

4 Steps to Developing your Customer Care Strategy

The quality of a customer care strategy can make or break a company. Simply resolving a customer service issue or complaint is no longer enough, there is always room for improvement. Download this ebook to learn the 4 steps that address the major points you need to consider when building a customer care roadmap.

Taking Action with Customer Satisfaction (CSAT) in Salesforce

Integrating CSAT data with Salesforce takes the guesswork out of customer experience management. You can measure service quality across channels, understand the impact of each customer touchpoint, and develop processes to close the loop faster and more effectively. Read this guide to learn how.

Free Trial: NPS® Software

Collect and act on NPS-powered customer feedback in real time to deliver amazing customer experiences at every brand touchpoint. By closing the customer feedback loop with NPS, you will grow revenue, retain more customers, and evolve your business in the process. Try it free.

The First Global Conference on Creating Value

[May 23-24; UK] Creating Value is getting attention from business, society, government, and academics as it impacts ourselves, customers, stakeholders, and sustainability. Steve Vargo, Stuart Hart, Irene Ng, Christian Gronroos, and Fujitsu Japan, Sanofi, Hughes, will speak. A networking platform between business and academics for Value Creation.

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