Sue Duris

How To Build a CX Dashboard that Drives Performance

Organizations are always looking for that magic pill that proves a particular initiative delivers value, and, more importantly, ROI. I receive a lot of...

Is 2018 the Year Customer Experience and Customer Success Converge?

I've always been intrigued when I hear customer success professionals refer to customer experience as customer success. A lot of that has to do with...

Social Customer Service: The Savior to a Successful Omni-Channel Strategy

Saying that the customer is key to omnichannel is nothing new. It's a given when we see such stats as 75% of consumers expect...

Engaged Employees Drive Great Customer Experiences

It seems sometimes companies think a good customer experience (CX) is only a case of ensuring external customers have a great experience. But what...

How Win Loss Analysis Helps Improve The Customer Experience

Customer Experience (CX) responsibility does not lie in one group, rather it is an all-encompassing organizational endeavor. The best way to ensure a sound CX...

Is Customer Experience the New Marketing in 2017?

I’ve been reading a lot lately about how Customer Experience is the new Marketing. Is it? Customer Experience and Marketing are Different The definition of Marketing,...

Who is Winning the Brand Advocates vs. Influencers Debate?

Many organizations are including influencer marketing initiatives into their marketing strategies. In fact, Linqia, in its The Value of Influencer Content 2017 report, cites...

Who Owns The Customer Experience At Your Organization?

As Customer Experience continues to gain prominence, a continuing debate carries on... ...who should own the customer experience? There are two schools of thought here. Some...

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