Leadership

Rachel Lane Medallia CX
Medallia solutions principal offers ideas on closing skills gaps revealed in CSPN report
CX single source of truth
Inside the quest for the CX single source of truth with Comcast, Discover and others
BRP digital experience
BRP VP of digital consumer experience steers towards a data-driven future
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
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