Former Essence Communications CEO and Encantos CEO stress the need for CX approaches that reflect diverse communities
Category: Leadership
Blog
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
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
Forrester’s CX North America focuses on personalization, identifying devotees and measuring impact
The research firm’s analysts are joined by CX leaders from Cox Communications and ATB Financial to explore best practices in 2020
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
Meet the ‘experience hackers’ who will help companies win back customers
It’s not an official title yet, and they might not even be formally part of CX teams, but these problem-solvers are what the post-pandemic world will need
Palmaz Vineyards co-founder unbottles the secrets of staging a virtual wine-tasting experience
The Napa Valley firm provides a behind-the-scenes look at its popular series, ‘The Wine Stream’ and how it has enhanced relationships with its customers
The six-foot experiences that will become critical in a six-foot economy
Experience Economy author John Pine II, former PayPal CMO Allison Johnson and Eight Inc.’s CXO discuss adapting to the reality of COVID-19
Jan Kelly VP of customer innovation offers CX strategies for challenging times
Shannon Ballard and Roger Pugsley headline a CXPA Toronto event that delves in to the opportunities presented by COVID-19
When ‘driving in-store traffic’ turned into ‘welcoming a few customers at a time’
As businesses re-open, many are less than inviting. Time to recast those physically distance lineup as ‘pre-store traffic,” and elevate it