Leadership

When the customer journey begins under false pretences
Sunbasket customer service cx
Sunbasket customer service VP offers the ingredients to build empathy among agents
espn fanbot chatbot
How ESPN coached its ‘fanbot’ to ensure it became a true team player
Why I’m joining the board of CXPA Toronto
vendor lock-in CX
Why vendor lock-in is the best example of CX at its worst
Duracell CX R&D
Duracell VP taps into the power of CX research to inform the R&D of batteries
Brad Cleveland CX
Former ICMI CEO Brad Cleveland sees the potential for anyone to become a CX co-pilot
Dennis Wakabayashi
RR Donnelley & Sons VP of CX solutions foresees transcending personas to ‘segments of one’
ExxonMobil loyalty program CX
How ExxonMobil develops a loyalty program and digital experiences that keep drivers pumped
Envoy Russ Rommelfanger
Envoy chief creative officer identifies a changing dynamic between physical and digital experiences
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