Editor's Picks

Thought Leadership Articles

Worrier or Warrior: Which Style Makes the Best Leader for the Customer Job?

Amanda Davis -

Macros Are an Essential Contact Center Tool… if Used Correctly. Here’s How

Jeremy Watkin -
Macros, canned response, scripts, templates...call them what you want. They boast a number of benefits for contact centers handling text-based support channels like email,...

3 Ways to Obtain Customer Requirements for Support. No Surveys Required!

Bill Price -
The foundational element to provide excellent customer service is to determine customer requirements for support. While many companies spend significant time and money to...

How Retailers Can Get a Competitive Edge with In-Store Customer Analytics

Somraj Choudhary -
By Somraj Choudhary and Jasmine Sachdeva Now is a golden opportunity to make long-term investments The story of in-store analytics has been a long and expensive...

How to Fix Broken Digital Transformations: “Acts of Heroics” is Not a Viable Customer Experience Strategy

Seth Earley -
When it comes to the big launch of a customer-focused digital transformation program, such as building a new e-commerce site or revamping customer-service protocols,...

Think Tank Discussions

CX…inside Customer Support?

Nicholas Zeisler -
Where is your CX function located? The more I found the answer to be “within the Customer Support organization,” the more puzzled I became. Isn’t the goal of CX, to a degree at least, to drive support out of business?

The Flipside of “The Social Dilemma” – Analytics as the Hero

Jonathan Moran -

The Key to Great CX? Balancing Delight and Ease

Sarah-Nicole LeFlore -

Customer Experience And Politics: Do They Mix?

Adrian Swinscoe -

Are your Customers the goal…Or just part of the machine?

Nicholas Zeisler -

Learn How CX Was the Key Theme in Jeff Bezos’s Recent Statement to Congress

Sarah-Nicole LeFlore -

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Featured Listings

How to Sustain Relationships with Customers and Employees During the COVID-19 Crisis

CustomerThink’s Advisors – global thought leaders in customer experience, marketing, sales, customer service, customer success, and employee engagement – share their advice on how to sustain positive relationships with your customers and employees during the COVID-19 crisis.

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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