Editor's Picks

Thought Leadership Articles

The Forces of Customer Experience: Drive Stronger Relationships through a Better Understanding of Customer Needs

Jean-Francois Damais -

The Secret to Customer Value Realization is High-Quality Preparation

Rick Adams -
Let me ask you some questions… Are your customers truly realizing the types of value from your products, services and/or solutions that they desire...

Market Survey: Best and Worst Tech Vendors Helping IT Through COVID-19 Crisis

Jonathan Klein -
COVID-19 has created unprecedented disruptions in business as usual and IT has been one of the most heavily impacted organizations. IT has been asked...

Don’t Let the “Perfect Dataset” Be the Enemy of Good Customer Experience

Arun Theivendirarajah -
Providing great customer experiences requires data. The good news? Over the past decade, enterprises have collected troves of customer data. The bad news? Many...

A Service-First Mindset is the Key to Rebounding from the Crisis with Customer Loyalty Intact

Clint Oram -
During these times of global health uncertainty and business unpredictability, keeping current customers is the top priority. The necessary shift from a “sales first”...

Think Tank Discussions

Should we be selling ‘solutions’ or outcomes?

Bob Apollo -
Many sales methodologies claim to have a uniquely effective approach. Yet, and perhaps inevitably, each methodology has its strengths, weaknesses, and blind spots. None of them can credibly claim that they offer a universal “one best way”.

Why It’s Time to Rethink Personalization

David Dodd -

Are You Ready to Go Exclusive with Jane, Your Digital Concierge?

Liliana Petrova -

CX-based Compensation Systems – Do They Work?

Sarah-Nicole LeFlore -

When To Fire A Customer

Syed Balkhi -

Why 1 in 4 of You Will Lose Your Job in 2020

Jim Tincher -

Industry News

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Featured Listings

Genesys Virtual Xperience 2020

[05/20/2020] See how cloud delivers mission-critical customer experience, right now when you need it most. Virtual Xperience is a four-hour free event that’s live in your time zone – all around the world. Register for this free event and you’ll also get access to the session recordings.

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.

The Corona virus and the probable and desirable future

[06/02/2020] After the corona virus crisis what? This conference seeks to look at a desirable future, a desirable society and business mix; Sustainability and prosperity and re-define prosperity. The conference also examines what may happen and what we may be driven to and why they could be entirely different.

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.

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