Advisors 2019 | CustomerThink

Advisors write thought leader articles exclusively for CustomerThink. Sign up for the weekly Advisor newsletter to be notified of their new posts, along with other 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

Jon Klein, Topline Strategy

Column: Achieving B2B Customer Experience Excellence

Lynn Hunsaker, ClearAction

Column: CEO’s Guide to Growth through Customer-Centered Management

Gautam Mahajan, Customer Value Foundation

Column: Customer Value Creation

Nancy Porte, Verint

Column: A CX Practitioner’s Playbook

Bill Price, Driva Solutions

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

CX Trends 2019: Why Are Brands Struggling and What is the Fix?

[01/31/2019] Most brands haven't mastered customer experience (CX). Get the findings from new research with 1,000 US consumers and 300 brands to understand areas of CX alignment and disconnects. Learn where and why brands are still struggling, and how to turn the tide.

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.

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.

2nd Global Conference on Creating Value at New York Fordham University, May 14-15 2019

[05/14/2019] You are invited to attend, meet, mingle with, listen to and submit papers to the world’s leaders in Creating Value for customers, employees, partners, society and Government. Learn new and better ways to create Customer Value and experience.
Rub shoulders with Philip Kotler, Irene Ng, Russ Klein (AMA) and others.

Charting a Course to CX Success in 2019… and Beyond!

About 80% of executives say they want to "compete based on customer experience." Unfortunately, prior CustomerThink research has found 70% of CX initiatives at risk of failing and losing funding. But there's hope! Get the top findings from CustomerThink's blockbuster study into the real drivers of CX success.