Early into a new role that took him from marketing to operations at Sam’s Club, one of Tim […]
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?
Research suggests prioritizing channels like messaging apps over e-mail and adopting performance simulation and propensity modeling
There’s never been a great place for those trying to transform customer experiences to share their stories. This publication will change that.
One of the many challenges facing many CX professionals — much like their counterparts in marketing, sales or […]
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