Leadership

CIBC, TSB and Caixa chat about using virtual assistants in banking
voice of the customer active listening
Why a VoC program should be an active listening program
Sunwing CMO Samantha Taylor
Sunwing CMO offers a guided tour of the firm’s digital CX strategy
Walgreens customer marketing VP gives an inside look at its ‘mass personalization’ strategy
NPS creator Fred Reichheld
NPS creator unpacks the way for CX leaders to make the most of his metric
Walmart Casey Carl
Walmart omnichannel exec: You’ve got to recognize what customers DON’T care about
Reputation chief customer officer identifies the role of sentiment and emotion in CX success
The next 100 CX professionals you should consider adding to your peer network
David Spinks belonging
Bevy’s VP of community writes the book on how brands can foster belonging
[24]7.ai centralized CX
71% of firms with centralized CX functions take a KPI-driven approach to improvements
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