Early into a new role that took him from marketing to operations at Sam’s Club, one of Tim […]
Blog
The fine line between a customer experience and a cult experience
Airbnb’s former global head of hospitality says brands should foster “belonging” to get customers to commit, but shouldn’t a devoted following be an outcome, rather than a goal?
Pega CX survey warns against complacency, putting IT in charge and counting on analytics
Research suggests prioritizing channels like messaging apps over e-mail and adopting performance simulation and propensity modeling
Introducing 360 Magazine
There’s never been a great place for those trying to transform customer experiences to share their stories. This publication will change that.
What Zoomcar, Kin, Smokeball and other startups are getting right about CX
One of the many challenges facing many CX professionals — much like their counterparts in marketing, sales or […]
Some examples of CX stories I’ve been telling all along
After more than 20 years in journalism, I’ve reported on a lot of different sectors, but my recent work has led me to focus on customer experience management