Editor's Picks

Thought Leadership Articles

Your CX Is Stuck, Now What? 7 Tips to Get Moving in the Right Direction

Lior Arussy -

A CX No-No: Cross-Culture NPS Comparisons

Dave Fish -
I was prepared for the worst. It was a short domestic flight in France so I thought I would gamble on EasyJet. I had some experience...

Outcome-Driven Innovation Brings Deep Insights To Hardware And Software Development

Tony Ulwick -
While customer insights have driven hardware and software development for years, Outcome-Driven Innovation (ODI) takes customer-centered innovation to the next level. Whether a company is investing...

The Accidental Customer Experience

Ian Golding -
I often write my blog posts and articles whilst travelling on either a train or an aeroplane. Although I can also be found hunched...

ROI: Return on Involvement

Michael Solomon -
Imagine this conversation between two shoppers at a car dealership: Consumer #1: I want the one I read about in the latest issue of Car...

Big Ideas Videos

Think Tank Discussions

How did marketers let GDPR happen?

Mike Moran -
Marketers deserve GDPR because of the way they have rapaciously used every sliver of data they could get their hands on. The backlash has begun, and with it, marketers again appear to be low-life manipulators who would sell their own mother for another point of revenue.

There Are No Clear CX Leaders Among US Brands – For The Third Year...

Rick Parrish -

Introducing the CXtech 100K, a $1 Trillion Market. You’re Welcome.

Bob Thompson -

Self-Service Brick & Mortar Stores Leave Your Brand Vulnerable to the Competition

Richard Shapiro -

Don’t Pay Employees For Delivering Good CX – Why Monetary CX Incentives Drive Worse...

Maxie Schmidt-Subramanian -

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Building the AI-Powered Customer Experience Center of the Future

To manage customer interactions, companies started with call centers, then evolved to multi-channel contact centers. Next: The CX Center! Explore the strategies and technologies required to deliver truly differentiated experiences, using customer listening, agent assistance, and self-service powered by artificial intelligence (AI).

How to Drive CX ROI with a Connected Service Experience

[07/26/2018] Customers expect an effortless, connected experience. Business leaders want to see a return from CX investments. The solution: Start with customer service! Learn how successfully optimizing and connecting service processes to provide a superior customer experience can be the foundation for continued CX momentum and executive support.

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