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Thought Leadership Articles

Six Ways Internal Branding Can Make or Break a CX Program

Nancy Porte -

How to Choose and Implement a Successful B2B Pricing Strategy

Christopher Ryan -
In my March column for CustomerThink, titled "Pricing to Win in B2B: The Mindset to Achieve More Revenue and Profit," I discussed the mindset...

Biophilic Design: The Secret CX Design Element Hiding in Plain Sight

Dave Fish -
Close your eyes and think about your most memorable positive experiences from your past.  Hopefully you’ve opened your eyes by now. Now ask yourself, where were...

5 Organisations that Design Solutions with Customers, for Customers

Amanda Davis -
A new product, process, service or experience improvement should always start and finish with the intended end user or customer in mind, shouldn’t it?...

ROI of Digital Transformation: Balancing Long-Term Vision and Short-term Impact

Seth Earley -
Nowhere is the case for metrics stronger than in digital transformations. The most sweeping and comprehensive transformations are the most effective, but the fact...

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Featured Listings

The Customer Experience Field Guide: A Practical Manual for Getting Things Done

While much has been written about the importance of customer experience, there has been little practical advice about how you actually set up an initiative from the ground up. “The Customer Experience Field Guide” is a step-by-step practical guide to set up or overhaul a CX initiative.

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.

For a Great Service Experience, Engage with Customers in Their Native Languages

[05/27/2021] Global businesses often overlook the importance of providing multilingual support to their customers, while 74 percent of consumers prefer to buy products in their native language. Learn how BlueJeans, a video conferencing provider, handled an exploding volume of customer interactions requiring translation. You'll get ROI tips and much more!

Best Practices to Prove the Business Value of Customer Experience

CustomerThink’s research finds just 19% of CX initiatives can show tangible benefits. Due to the COVID-19 crisis, the ROI issue is now front and center with CX leaders. Learn the best ways to prove the business value of CX, including ROI advice in customer feedback, customer service, and CX infrastructure.

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