Editor's Picks

Thought Leadership Articles

How to Create Breakthrough Customer Experiences Without Breaking The Bank

Jennifer Law -

Relentless Execution: The Key to TELUS International’s Customer Experience Success

Bob Thompson -
I wish I lived in Canada so I could experience the TELUS brand firsthand as a cell phone user. You see, I've had an...

The Power of Partnership: Enabling Action Through Collaboration

Ian Golding -
This is not the first article I have written about collaboration. Regular followers of my ramblings will have seen the words, "silo" and "cross-functional"...

Are You Really Engaging Customers? 3 Tips to Get It Right

Ernan Roman -
Too many marketers assume that their strategies and offers are engaging their customers. This assumption is often wrong. Unless you are engaged in two-way...

Customer Journey Insights Increase Marketing Impact

Lynn Hunsaker -
Customer journey insights are vastly under-utilized. Companies that are reaping full value are using customer experience insights to align their whole business to customers'...

Big Ideas Videos

Think Tank Discussions

Bots and automation don’t automagically create a great customer experience

Scott Brinker -
The alliterated alternate title for this post could be: Tickets, Tools, and Taylor Swift — One Father’s Afternoon in Automated Customer Experience Purgatory. Subtitle: a small case study of anti-patterns for customer experience bots and automation. My...

Amazon telegraphs the next step in pharmacies

Mike Moran -

Why Digital Transformation And Technology Refreshes Are Not Going To Make The Difference

Martin Hill-Wilson -

What does “Customer Experience” really mean? Text analytics sheds some light

Bob Thompson -

How did marketers let GDPR happen?

Mike Moran -

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Customer service, easier done than said.

Zoho Desk is the industry's first context-aware help desk software. With powerful reporting features, intuitive UI, effective automations and integrations, you can transform your customer service and turn it into your competitive advantage. Try the award-winning software for free.

Building the AI-Powered Customer Experience Center of the Future

To manage customer interactions, companies started with call centers, then evolved to multi-channel contact centers. Next: The CX Center! Explore the strategies and technologies required to deliver truly differentiated experiences, using customer listening, agent assistance, and self-service powered by artificial intelligence (AI).

How to Drive CX ROI with a Connected Service Experience

[07/26/2018] Customers expect an effortless, connected experience. Business leaders want to see a return from CX investments. The solution: Start with customer service! Learn how successfully optimizing and connecting service processes to provide a superior customer experience can be the foundation for continued CX momentum and executive support.

CX Online Course Mastery for as little as $45 per month!

Big news coming from CX University: now offering affordable subscription plans for Customer and Patient Experience Online Courses. Pay per month, quarter, or year for convenient and comprehensive online professional development.

Execs In The Know - Customer Response Summit Marina del Rey

[09/10/2018] Experience the power of Leaders Learning From Leaders and get answers to your burning CX challenges and questions, from the brightest senior level executives in the industry. Speakers from Microsoft, LinkedIn, Upwork, Chick-fil-A and more! As well as an exclusive tour of the Porsche Experience Center Los Angeles.

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