Leadership

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

What Volkswagen’s ‘Voltswagen’ prank says about CX