Editor's Picks

Thought Leadership Articles

How to Use Pricing as a Competitive Advantage: 5 Strategies

Christopher Ryan -

What Drives B2B Customer Attrition? Nearly Half are Strategic Controllable Issues

Jonathan Klein -
For good reason, customer retention is a critical metric for subscription-model businesses. When subscription businesses lose customers, they lose those customers’ entire future revenue...

CEO’s Guide to Growth through Customer Experience Engagement

Lynn Hunsaker -
Customer experience engagement is a growth strategy. It's the aim of Net Promoter Score®, CRM, loyalty programs, experiential marketing and so forth — rallying...

To Fix Customer Service, Solve 3 Challenges to Improve the Agent Experience

Thomas Wieberneit -
This is evident in our everyday experience. Whether we are waiting in a telephone queue, or do not get a meaningful answer to an...

Marketers: Reduce Customer Value Deprivation, Grow Your Markets

Gautam Mahajan -
Customer Value is all about Value creation. This is what we tend to concentrate on: the positive experience, delight, positive Customer Value. We forget...

Think Tank Discussions

Why intensity and metrics matter when reshaping an organization’s culture: Lessons...

Christopher Brown -
Wells Fargo’s challenges over the past few years have been well documented. It took a turn for the worse when it created an aggressive sales culture based on unrealistic targets.

Which Is Most Important, Perception or Performance?

James Lawther -

Is it possible to compete with Amazon and win?

Christopher Brown -

The unseating of Sears

Steve Curtin -

Ten B2B KPIs to Track, Starting Now (none are NPS) – Business KPIs

Jim Tincher -

Industry News

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Featured Listings

CXTech Innovate! Technologies to Win in the Customer Experience Age

Only 25% of Customer Experience (CX) initiatives are "winning" -- able to show business value or gain a competitive edge. Technology can play a key role in helping CX leaders deliver an experience that sets the brand apart. Learn how CXTech innovations can drive Customer Experience success.

2nd Global Conference on Creating Value at New York Fordham University, May 14-15 2019

[05/14/2019] You are invited to attend, meet, mingle with, listen to and submit papers to the world’s leaders in Creating Value for customers, employees, partners, society and Government. Learn new and better ways to create Customer Value and experience.
Rub shoulders with Philip Kotler, Irene Ng, Russ Klein (AMA) and others.

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.

Service Excellence: Evolving from Digital-First to End-to-End Experiences

[05/30/2019] Expectations for service and support continue to rise. Creating an experience to meet customer expectations includes digital service channels, but internal operations and processes must also support the delivery of a pleasing end-to-end service experience. Customer service and support executives discuss real-world results and reveal best practices for success.

Escape From Chatbot Hell: Using AI to Improve Service While Cutting Costs

Most bots have failed and consumers are avoiding them. Fortunately, these ‘dumb bots’ are on their way out. New advances in Conversational AI technology has made it possible to create smart virtual assistants that understand real human dialog. Learn how to identify opportunities to leverage this new technology.

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