Editor's Picks

Thought Leadership Articles

Blockchain and AI — Power Unleashed

Thomas Wieberneit -

How to Apply Machine Learning to Your Digital Marketing Strategy

Jerelle Gainey -
As a digital marketer, have you ever created a spreadsheet containing the individual purchase history of all consumers searching for a product in your...

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...

Big Ideas Videos

Think Tank Discussions

To Have Friction or Not To Have Friction Along the Customer...

Vidya Priya Rao -
Instead of viewing friction as negative or something to eliminate, consider how you can apply it to your conversations in a positive, honest and respectful manner.

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

Joseph Michelli -

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 -

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MarketPlace

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.

The Essential Guide to Building Your Lead-to-Revenue (L2R) Machine

This important eBook covers eight components of an effective L2R Machine including branding, sales models, offers, content, technology and KPIs – all designed to generate more leads and revenue and build greater company value. You will learn how each of the eight components supports the overall L2R machine.

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.

Customer What? The honest and practical guide to customer experience

Part practice handbook, part novel, part therapy, Customer what? is a practical guide to creating, and sustaining, the focus on customer experience to create value in the long term. The book is divided into four sections – each contains an overview of what needs doing; a set of practical activities

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.

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.

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