Leadership

HBR Analytic Services research calls out poor integration of purpose and CX across teams

Intellum chief customer officer Ruben Rabago

Intellum’s new chief customer officer is focused on the connection between education and success

CX consultants point out the post-pandemic practices worth keeping

Zappos exec outlines the ‘triangle of accountability’ that guides its customer service approach

Eddie Van Halen CX

What Eddie Van Halen understood about CX

2020 CXPA Impact Awards

Fannie Mae, IBM execs among CXPA Impact Award winners amid CX Day celebration

Rachael Powell, chief customer officer, Xero

Xero chief customer officer defines her ‘JEDI’ scorecard for measuring CX success

What back-to-school season taught me about ‘minimal acceptable friction’

SurveySparrow software

SurveySparrow CEO chats about the need for conversational approaches to customer feedback

Why Mountain Equipment Co-Op may be risking a CX comeuppance