The research firm’s analysts are joined by CX leaders from Cox Communications and ATB Financial to explore best practices in 2020
Blog
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.
Qualtrics evolves from ‘Experience Matters’ blog to XM Institute community
An exec discusses the SAP subsidiary’s collection of resources, training and forthcoming certification program
Sitel CX data suggests brands are enjoying a ‘state of grace’ from forgiving consumers
Contact center firm surveys U.S. and U.K. to identify the most appreciated innovation during COVID-19, top vertical industry and more
Are your customer experiences designed for segments other than white people?
Former Essence Communications CEO and Encantos CEO stress the need for CX approaches that reflect diverse communities
What may get overlooked amid the debate over CX efficiencies
A survey of 120 CX professionals from Kustomer examines why some firms are reluctant to use intelligent routing, chatbot and other tools
PROS VP of Strategy advises B2B firms on the best ways to shift to digital CX
Geoff Webb talks about the changes in buyer expectations since they’ve all been working from home amid COVID-19
W12 Studios CEO says brands need to design a ‘Global Experience Language’
Fabian Birgfeld’s talk during Collision at Home reflected a key challenge facing everyone who had planned to attend the big tech conference
Use CX foreshadowing to change experiences in ways that build customer trust and buy-in
‘Coming soon’ is not enough information when you’re redesigning, replacing or optimizing something familiar to customers. Here’s what to do instead
Lexus exec explains how the luxury car maker continues to score high in Forrester’s CX Index
Mike Trip helps close out the market research firm’s CX North America event with a look at the brand’s history, setbacks and future direction
B2B CX is focused on the wrong stages of the journey, Forrester warns
CX execs from Mastercard and Dow offer a look into how they’re changing mindsets and listening to corporate buyers
Endangered Experiences: The coworker coffee break
Remote work has never been more in vogue, but brands may wind up missing out on a key opportunity to connect