Michael Head unpacks a study the firm produced with Forrester consulting to look at seven stages of managing dealers, agents, affiliates and more
Category: Leadership
Blog
Formation.ai CEO reminds CX leaders not to forget about the once-a-year customer
Christian Selchau-Hansen says companies need to make more of their data to create experiences for a segment of one
QSRs, grocery firms and retailers top KMPG U.S. customer experience ranking
The consulting firm surveys 11,000 people to see which brands are acting in ways that align with its six pillars of excellence
Tymeshift chief brand officer co-authors book about CX leaders’ origin stories
Elisa Reggiardo discusses the ‘Undefined World’ that execs from Zendesk, Shopify and other firms have successfully conquered
Forrester asks execs to mark first CX Reality Day by playing ‘undercover customer’
The market research firm suggests business leaders should check to see if there is alignment between what’s promised and what’s true
Are your customer experiences designed for segments other than white people?
Former Essence Communications CEO and Encantos CEO stress the need for CX approaches that reflect diverse communities
W12 Studios CEO says brands need to design a ‘Global Experience Language’
Fabian Birgfeld’s talk during Collision at Home reflected a key challenge facing everyone who had planned to attend the big tech conference
B2B CX is focused on the wrong stages of the journey, Forrester warns
CX execs from Mastercard and Dow offer a look into how they’re changing mindsets and listening to corporate buyers
Forrester’s CX North America focuses on personalization, identifying devotees and measuring impact
The research firm’s analysts are joined by CX leaders from Cox Communications and ATB Financial to explore best practices in 2020
Endangered Experiences: The coworker coffee break
Remote work has never been more in vogue, but brands may wind up missing out on a key opportunity to connect