Editor's Picks

Thought Leadership Articles

B2B Buyer Preferences Study: How Effective Are Sales Reps in a Virtual Environment?

Barry Trailer -

Four Steps to Accelerate B2B CXM Maturity and Propel Stronger Growth

Lynn Hunsaker -
B2B customer experience governance can generate stronger growth when it's tied-in to the way that B2B ecosystems work. B2B firms often have dedicated sales...

How Frameworks Help Close the Experience Gap and Sustain Business Continuity

Laura Patterson -
By Laura Patterson and Anand Thaker Companies who have experienced cyberattacks, data breaches, unplanned IT outages, interruption of utility supplies, adverse weather, or global economy...

How to Do Customer Journey Orchestration Right

Thomas Wieberneit -
A while ago I wrote a piece in which I asked to not manage the customers’ journeys for them but to instead embrace the...

Stop the Annual Do-You-Love-Us Survey: 16 Tactical Best Practices for Survey Execution

John Goodman -
The annual relationship survey is dreaded in many companies by both executives and customers. In moments of candor, descriptions of “waste of time, puts...

Think Tank Discussions

The CX Metrics Agnostic: Does it Matter Which Metric You Use?

Howard Lax -
So unless you are “results agnostic” and don’t care about the success of your CX efforts, the next time someone tells you they are CX metrics agnostic, shrug your shoulders and move on.

How Quickly Will U.S. Consumers “Move Past” COVID-19?

David Dodd -

For CX, Where is not as important as What and Why

Nicholas Zeisler -

Are your irrational fears holding back your customer and employee experience efforts?

Adrian Swinscoe -

Is Salesforce Worth the Price Premium?

Chuck Schaeffer -

Maybe you are already “doing” CX

Nicholas Zeisler -

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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.

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.

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.

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