Editor's Picks

Thought Leadership Articles

Treating Your Co-Workers Like Customers: How To Set Up Your Internal CX Metrics

Dave Fish -

Does Your B2B Site Give Millennial Buyers What They’re Looking For?

Michael Mathias -
Your B2B website exists to connect you with buyers, but is it getting the job done? What has worked for customer engagement in the...

Sales Reps (Still) Hate CRM. Here’s What to Do About That

Thomas Wieberneit -
Salespeople really love to feed data into their CRM system after a long day, or even during the weekend. They are truly looking forward...

Align Marketing and Sales to Streamline the Buying Experience: 4 Imperatives

Christopher Ryan -
In Deloitte: The Future of B2B Sales is “Experience Selling, Bob Thompson relates a discussion he had with Harry Datwani, a Principal at Deloitte...

How AI-Infused Knowledge Management Tools Support CX

Nancy Porte -
Mention the term knowledge management (KM) and you’d once be greeted by a roomful of yawns. Not anymore. With artificial intelligence (AI) injecting new...

Think Tank Discussions

Are You Ready to Go Exclusive with Jane, Your Digital Concierge?

Liliana Petrova -
Your preferred brands will not be able to love you back until more of you choose to be in an exclusive relationship with them. How will a Digital Concierge catch on when people buy on aggregator sites based on price?

CX-based Compensation Systems – Do They Work?

Sarah-Nicole LeFlore -

When To Fire A Customer

Syed Balkhi -

Why 1 in 4 of You Will Lose Your Job in 2020

Jim Tincher -

Convenience over Privacy? Paying Attention to Consumer Trends

Joseph Michelli -

The Future of CX: Five Customer Experience Trends for 2020 and Beyond

Jeannie Walters -

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Featured Listings

Chatbot Success: How to Save Time, Money & Effort in Customer Interactions

Chatbots hold the promise to not just cut costs, but to meet customers in novel ways that make issue resolution faster and easier. Get this guide to learn about the key considerations and steps you’ll need to follow to ensure that your chatbot adds to CX and save you money.

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.

Customer Success: The North Star for CX Leaders

CustomerThink research finds just 25% of Customer Experience (CX) initiatives are winning – able to clearly show business value. Join us to explore how Customer Success can be used as a North Star to create value for your customers and improve the return on your CX efforts.

Real Time is the Right Time: Your Guide to In-the-Moment Experience Management

Collecting customer signals in live-time across all interaction points, interpreting it at scale, and empowering employees to manage experiences is crucial for increasing customer satisfaction, loyalty, and value. Download Medallia's free guide and learn how to deliver the experiences that build lasting customer loyalty.

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