Katya Andresen would like you to try a little thought experiment to help address the “unthinking” aspects of how customers interact with a brand
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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.
HubSpot VP points to the ‘North Star’ metrics that helped remove friction from customer journeys
Johnathan Corbin looks back on a time when too many handoffs were causing problems and how he helped centralize accountability down to two roles
SurveySparrow CEO chats about the need for conversational approaches to customer feedback
Shihab Muhammed talks about the firm’s recent tool to assist with 360-degree employee reviews, and defends NPS as a CX metric
Why Mountain Equipment Co-Op may be risking a CX comeuppance
The furor over the firm’s sale shows the unique nature of customer experience as it is understood by those who are also members
Nestlé exec shows how context has transformed its response to customer feedback
Ritanbara Mundrey speaks at CXN Live about the food and drink conglomerate’s approach looking for (and acting on) specific details
Intradiem CEO names the age-old customer service problem that’s gotten worse as agents WFH
Matt McConnell talks about the challenges facing managers, the limits of self-service and the future of physical contact centers
When CX professionals became crisis counsellors
Reduce friction, they said. Surprise and delight them, they said. The ongoing pandemic means customer experience leaders need to shift gears.
ClearMetal head of CX: Frontline supply chain staff are acting as the Band-Aid to data quality problems
Elise Le talks about the need for greater visibility into the manual work and spreadsheet sprawl that happens across the logistics sector
Use Twitter in your CX strategy and boost customer satisfaction 19%, research says
Academics focus on the interactions across four top U.S. telecom providers to understand what “quality care” on the social platform means
Rakuten Ready clocks the differences in time across in-store, curbside and drive-thru experiences
Under two minutes is the ideal, but the race to adapt amid COVID-19 showed marked differences among retailers, grocery stores and QSRs
Sendoso chief customer officer says connection is now more important than a product
Alli Tiscornia is seeing way too many examples of brands reaching out to customers without enough thought behind it