Round Table

Who Owns Customer-Centricity?: A Round Table Discussion

Round Table -
It's easy enough to set a goal of making your company customer-centric. But how do you get everyone on the same page? Who provides the leadership, the board of directors or the CEO? CRMGuru.com founder Bob Thompson and Gwynne Young, managing editor, met with...

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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.

Digital CX Opportunities to Kickstart the New Year

[01/28/2021] If 2020 made one thing clear, it's that digital transformation is here to stay. What does this mean for customer experience (CX) and contact center leaders? Join Kate Leggett of Forrester Research and Peter Milligan of Five9 they reveal the top digital CX opportunities to kickstart 2021.

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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