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Thought Leadership Articles

Stop Blaming the Help. How Companies Stymie Great CX

"I'm giving my two weeks' notice today", the young women with the blue hair told me as she struggled to assign me a storage...

Avoid These Common Jobs-To-Be-Done Fails

Defining the customer’s job-to-be-done correctly is fundamental to a company’s success. Don’t let these two common mistakes derail your innovation efforts. “People don’t want a...

Dumbed Down CX: Just Make It Easy, Stupid!

The CX movement has been going strong for more than a decade now. Unfortunately, less than 1/3 of CX initiatives have been truly successful. Some think the answer is simple: stop trying to "delight" customers and instead just make things as easy as possible.

Getting the Truth on the Table: Why Salespeople Should Seek Out the Objections They...

No one likes to hear no. That little two-letter word equals rejection, and rejection is painful. In fact, it’s the deepest and darkest of...

Think Tank Discussions

Martech companies talk customer-centricity, but can they be customer-centric?

A ton of marketing technology is sold today as the solution to delivering better customer experiences. Of course, martech doesn’t automagically create great customer experiences any more than a food processor makes you a great chef.

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