Leadership

HBR Analytic Services research calls out poor integration of purpose and CX across teams
Intellum chief customer officer Ruben Rabago
Intellum’s new chief customer officer is focused on the connection between education and success
CX consultants point out the post-pandemic practices worth keeping
Zappos exec outlines the ‘triangle of accountability’ that guides its customer service approach
Eddie Van Halen CX
What Eddie Van Halen understood about CX
2020 CXPA Impact Awards
Fannie Mae, IBM execs among CXPA Impact Award winners amid CX Day celebration
Rachael Powell, chief customer officer, Xero
Xero chief customer officer defines her ‘JEDI’ scorecard for measuring CX success
What back-to-school season taught me about ‘minimal acceptable friction’
SurveySparrow software
SurveySparrow CEO chats about the need for conversational approaches to customer feedback
Why Mountain Equipment Co-Op may be risking a CX comeuppance
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