Seth Earley

How to Fix Broken Digital Transformations: “Acts of Heroics” is Not a Viable Customer...

Seth Earley -
When it comes to the big launch of a customer-focused digital transformation program, such as building a new e-commerce site or revamping customer-service protocols, the IT department, contractors, merchandisers, and marketers usually get the things over the line through acts of heroics, working nights...

Improving the Digital Experience: 6 Steps to Create a High-Fidelity Journey Map

Seth Earley -
In customer experience, the most difficult challenge is the gap between desire and execution. We all want to deliver a better experience. So why can’t we? At the root of this problem are information systems that are not configured to deliver the ideal experience. Since...

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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.

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.

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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