Editor's Picks

Thought Leadership Articles

How to Score a Perfect 10: Three Lessons to Delight Your Customers

Bill Price -

CEO’s Guide to Growth Through Customer Experience Momentum

Lynn Hunsaker -
Customer experience momentum foreshadows growth. You can see evidence of this in Forrester's analysis1, where they found that stock price for customer experience (CX)...

Winning the Hearts and Minds of Employees — the Other Half of Total CX...

Tom Nelson -
Customer experience (CX) executives have traditionally placed the bulk of their time and attention on customer experience in the marketplace and on exactly what...

Field Service in the Age of AI

Thomas Wieberneit -
How often is it that a call to a service hotline ends up with the need to have a service technician come to your...

Is Conversational Part of Your AI strategy?

Matthew Smith -
How companies engage with customers is quickly evolving as conversational AI moves beyond simple voice interfaces and basic chat to offer end-to-end transactional capabilities....

Think Tank Discussions

Value For Customers: The New Frontier For CX Professionals

Maxie Schmidt-Subramanian -
Most firms love to talk about the value of customers but don’t get value for customers right. What can companies gain if they understand value for customer? What is a CX pro's role?

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

Ellie English -

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

Bob Thompson -

Of dinosaurs and meteors: 2 different (and contentious) models of technology adoption

Scott Brinker -

Outcome or Effort, Which Should You Reward?

James Lawther -

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Featured Listings

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.

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.

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

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.

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.

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