holiday shopping CX strategy

How holiday shopping customer experience strategies will change amid COVID-19

Trendhunter president parses micro weddings, restaurant replications and other experiences consumers want now
Mars Inc. VP unwraps the process it uses to digitize confectionery and pet food experiences
Intellum’s new chief customer officer is focused on the connection between education and success

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CX Network omnichannel

One in five CX professionals struggle to understand customer behavior across channels

Mondelez Humaning CX

What the Mondelez ‘Humaning’ approach fails to achieve from a CX standpoint

Burning Man creative lead has advice for event producers bringing in-person experiences online

Goldfish Swim School Stronger Safer Together

Goldfish Swim School marketing VP talks about how she’s keeping the ‘Golden Experience’ afloat

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HBR Analytic Services research calls out poor integration of purpose and CX across teams
The CX question that needs to be answered: ‘What would the human do?’
Qualtrics XM Fall Release 2020

Qualtrics adds to XM platform and launches purpose-built products for CX leaders

CustomerXM-branded products include offerings for customer care, digital experiences, account-based marketing and more

Matt Dixon unpacks how the Customer Effort Score led to the Tethr Effort Index
Your customer journey maps need an employee experience overlay
CX consultants point out the post-pandemic practices worth keeping
Twickenham Stadium takes a kick at enhancing CX of food and beverage services
UK report tells CX leaders to introduce ‘positive brand friction’ for better experiences

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Jeanne Bliss CX
Doritos Skittles CX customer experience
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