Rachael Powell and her team aren’t just supporting small businesses put empowering bookkeepers and accountants with NPS data
Category: Leadership
Blog
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.
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
CourseCompare founder studies the evolving student experience amid back-to-school season
Classes with AR, food delivery services, washable masks — academic institutions are doing more than simply moving everything online
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
Mastercard customer care VP recalls how he cut 75 vendor partners down to 15
Dale Gruner keynotes the recent Customer Contact Week to talk about similarities between data storytelling and songwriting
Verint VP of Global CX offers the best answer to ‘Who owns the customer?’
Nancy Porte reflects on the changing outlook about a common topic, and offers her recommendations on establishing the right strategy