Katya Andresen would like you to try a little thought experiment to help address the “unthinking” aspects of how customers interact with a brand
There’s never been a great place for those trying to transform customer experiences to share their stories. This publication will change that.
Johnathan Corbin looks back on a time when too many handoffs were causing problems and how he helped centralize accountability down to two roles
Shihab Muhammed talks about the firm’s recent tool to assist with 360-degree employee reviews, and defends NPS as a CX metric
The furor over the firm’s sale shows the unique nature of customer experience as it is understood by those who are also members
Ritanbara Mundrey speaks at CXN Live about the food and drink conglomerate’s approach looking for (and acting on) specific details
Matt McConnell talks about the challenges facing managers, the limits of self-service and the future of physical contact centers
Reduce friction, they said. Surprise and delight them, they said. The ongoing pandemic means customer experience leaders need to shift gears.
Elise Le talks about the need for greater visibility into the manual work and spreadsheet sprawl that happens across the logistics sector
Academics focus on the interactions across four top U.S. telecom providers to understand what “quality care” on the social platform means
Under two minutes is the ideal, but the race to adapt amid COVID-19 showed marked differences among retailers, grocery stores and QSRs
Alli Tiscornia is seeing way too many examples of brands reaching out to customers without enough thought behind it