Editor's Picks
Thought Leadership Articles
4 BIG Lessons Learned as a CX Leader — Or, What I’d Like to Tell My Younger Self!
After eight years I recently resigned as a leader of global customer experience for a technology company. Eight years is a long time in...
Become a B2B Revenue Marketer or Get Left Behind!
A couple of decades ago, I was speaking at B2B marketing and sales conferences on the topic of: Bridging the Marketing and Sales Gap....
6 Actions to Deliver a Great Self-Service Experience
The covid pandemic produced a strong move to self-service while still maintaining phone access for more complex issues. However, the results have not always...
Experience vs. Touchpoint Journey Mapping: What’s the Difference?
I had a recent experience with a prospective client. They are a large global (bricks and mortar to digital) retailer who told me that...
Think Tank Discussions
How can you convince your senior leadership to invest more in customer experience?
If you want to make sure that your senior leadership is more into customers and understands the importance of investment in that aspect, take them on a customer safari.
Insightly Launches New Service Software to Help Businesses Exceed Customer Expectations
Insightly Service is a customer service and support ticketing product designed to work seamlessly across the business applications that companies are already using