Former Gainsight chief strategist Ruben Rabago talks about his career journey and the unique nature of his latest role
Category: Leadership
Blog
CX consultants point out the post-pandemic practices worth keeping
Dan Gingiss, Annette Franz, Charlene Li, Jeannie Walters and Myra Golden see some upsides in how organizations have responded to COVID-19
Zappos exec outlines the ‘triangle of accountability’ that guides its customer service approach
Rob Siefker discusses quirky hiring questions, the thinking behind its “no call time” policy and goals around speed and responsiveness
What Eddie Van Halen understood about CX
The late rocker had a moment last year that showed just how well he understood what’s most important to fans
Fannie Mae, IBM execs among CXPA Impact Award winners amid CX Day celebration
Judges discuss the reasons leaders from IBM, Fannie Mae, LLamasoft and UKG stood out among their peers
Xero chief customer officer defines her ‘JEDI’ scorecard for measuring CX success
Rachael Powell and her team aren’t just supporting small businesses put empowering bookkeepers and accountants with NPS data
What back-to-school season taught me about ‘minimal acceptable friction’
Why everyone from retailers to travel and hospitality firms may need to brush up on their MAF skills
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
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.