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.
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.
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? Kate Leggett of Forrester Research and Peter Milligan of Five9 reveal the top digital CX opportunities to kickstart 2021.