Editor's Picks
Thought Leadership Articles
Lessons from Amazon, Walmart, and Zara: How Operational Excellence Can Improve Customer Experience
In today's fast-evolving business world, I believe operational efficiency and customer experience (CX) have emerged as the two most critical factors for success. In...
The Nine Golden Rules of CX Success: Rules 4-6
To achieve extraordinary things, you must be bold. Unlocking success demands a dedication to what I term "The Golden Rules of CX." The...
Why You Need a Subscription Mindset for B2B Content
I recently worked on a monetization strategy content project in relation to SaaS companies. The research involved taking a hard look at how subscriptions...
Playing the Odds: CX is About Value Optimization and Risk Mitigation
It's increasingly rare to find a mid-sized or larger company that doesn't have a CX/VoC program of some sort. But for many (perhaps even...
Think Tank Discussions
The Evolution of Southwest Airlines from Different to Sameness
Southwest has recently announced that they are going to be just like all the other airlines starting in 2025. Assigned seats, more leg room sections, etc. How long til they start charging for checked bags?
Totavi Announces New Suite of Marketing Services to Fuel Fintech Growth
Suite of marketing services helps financial organizations establish brand awareness, acquire new customers, and drive revenue