Advisors 2018 | CustomerThink

Advisors write thought leader columns exclusively for CustomerThink. Sign up for the weekly Advisor newsletter to be notified of their new posts, along with other Top 10 Editor’s Picks.

Dave Fish, CuriosityCX

Column: Closing the Gap Between CX Theory and Practice

Amanda Forshew, Customer Alignment

Column: The Aligned Experience

Ian Golding, Customer Experience Consultancy Ltd

Column: Making CX Change Happen

John Holland, CustomerCentric Selling®

Column: Selling to People Who Can Buy

Lynn Hunsaker, ClearAction

Column: How Customer-Centered Marketing Steps Up Your Performance and Influence

Gautam Mahajan, Customer Value Foundation

Column: Customer Value Creation

Nancy Porte, Verint

Column: A CX Practitioner’s Playbook

Bill Price, Antuit

Column: Applying Analytics to Improve Customer Service Experience

Ernan Roman, ERDM

Column: Innovation in Personalization and CX

Chris Ryan, Fusion Marketing Partners

Column: Revenue Growth Strategies

Krista Sheridan, TELUS

Column: How to Build a Culture that Empowers Your CX Vision

Barry Trailer, Sales Mastery

Column: Seller’s Challenge

Tony Ulwick, Strategyn

Column: How to Innovate Using Jobs-To-Be-Done Theory

Jeremy Watkin, FCR

Column: Service Excellence in the Contact Center — People and Technology

Thomas Wieberneit, aheadCRM/Epikonic

Column: Artificial Intelligence Trends and Applications

Employees can make or break great customer experiences. Are you engaging them for growth? VIDEO

To deliver a great customer experience, you must first do the work of ensuring your employees are empowered to deliver on your vision. See how our community platform is designed to shape an ecosystem of knowledge between decision makers and the front line, ensuring greater ROI on your CX program.

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.

Connect In the Now: Preparing Your Brand to Engage with Today’s Consumers

Today, experiences are won or lost in the moment they occur. Learn how brands can take advantage of new ways (mobile apps, messaging, connected devices, and more) to engage with customers in real-time to turn a live experience into an opportunity to proactively improve.

Transform Customer Care in 2019: New Research on When Consumers Prefer to Talk or Type

[11/29/2018] From the phone to Alexa, consumers expect brands to be ready for them anytime, anywhere. New research with 2,000 US adult consumers reveals what prompts one consumer to pick up a phone, while others to use social media to engage with a brand.

Getting Your CX Program Unstuck: 3 Secrets From the Trenches

Are your Customer Experience efforts stalled or struggling to show benefits that the CFO will understand? Get the secrets to CX success plus tips on how to deal with common roadblocks and how to use maturity modeling to know where to focus your attention.