Editor's Picks
Thought Leadership Articles
How to Win and Keep Customers for the Long-Term: 5 Tips from a Chief Customer Officer
Customer expectations have changed. We now live in an experience economy where every customer values and expects high-touch, high-quality experiences with brands. With the...
Leaders, Are You Using Personality Data to Your Advantage?
A continually growing field, there are many practical applications for artificial intelligence in today’s business economy. From personalized advertising and product recommendations to fraud...
Segmentation: The Key to Improving CX for Customers That Matter Most
“A FOUR, WE GOT A FOUR!???” I yelled at my smart phone.
I stared at the number in disbelief.
I looked at my wife who shrugged.
It...
Experience Designers Engage Customer Participation
By J. Robert Rossman and Mathew D. Duerden, coauthors, Designing Experiences, (2019), New York, NY: Columbia University Press.
There is great interest in participating in...
Think Tank Discussions
Why 1 in 4 of You Will Lose Your Job in 2020
Your CFO doesn’t care about your customer experience (CX) surveys. She cares about the health of your business, and it’s unlikely she sees a direct link between your survey scores and the measurements she follows. Meanwhile, your CEO is focused on your customers, but that doesn’t mean he cares about your surveys, either.
TELUS International to Acquire Competence Call Center
The acquisition will be the most sizeable transaction in TELUS International’s history at a purchase price of approximately €915 million
