Editor's Picks

Thought Leadership Articles

One-On-One CX: 5 Tips to Ensure First Responders are Great with Customers

Nancy Porte -

Selling CX: 3 Steps to Make Dreams Come True

Krista Sheridan -
When was the last time you took time out to practice your sales skills? Yes. Your sales skills. If you’re like most people who don’t officially...

What is Customer Experience Management (CXM)?

Bob Thompson -
This article is an excerpt from the CustomerThink research report Customer Experience at a Crossroads: What Drives CX Success?, based on a study of...

How Enterprise Software Companies Can Innovate: Feedback, Moonshots, and Hackathons

Dejan Deklich -
If you’re the leader of an enterprise software company and “innovation” isn’t on the top of your list of priorities for 2019, I encourage...

Don’t Let Lack of Customer Trust or Feeling Valued Undermine Marketing Engagement

Ernan Roman -
Let’s discuss two factors that will derail your marketing: lack of trust and lack of feeling valued. If consumers do not have a perception of...

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Think Tank Discussions

It’s Time to Rethink Facebook

Marc Meyer -
You’re thinking of leaving Facebook. I’m thinking of leaving Facebook. You want to leave because you feel like your data is not safe, the customer experience is not what it used to be and you’re creeped out by the contextual advertising and oh yea, th...

Customer Experience: Is Amazon Going Downhill?

Maz Iqbal -

Activating the Executive Commitment You Need for Your CX Program

Aimee Lucas -

A Bold Customer Experience Prediction

Jon Picoult -

Stop Bribing Your Employees for Good NPS Scores

Jim Tincher -

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Featured Listings

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.

CX Evolution: How H&R Block Boosted Service Quality with a New Client Feedback Strategy

[02/28/2019] How do you keep your employees focused on continually improving the service they provide to each and every client? Learn how H&R Block made changes to get more targeted feedback, along with implementing new ways to accelerate and increase feedback response.

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.

CX Trends 2019: Why Are Brands Struggling and What is the Fix?

Most brands haven't mastered customer experience (CX). Get the findings from new research with 1,000 US consumers and 300 brands to understand areas of CX alignment and disconnects. Learn where and why brands are still struggling, and how to turn the tide.

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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