Leadership

Only 17% of organizations have a dedicated CX team with executive ownership
children shopping CX
The children that too many CX strategies leave behind
Marco Gianotten XLAs
Giarte and Aternity say ‘experience level agreements’ could go beyond SLAs in measuring IT success
Republix CEO proposes an agency experience for brand customers that’s not a holding company
CX mirage oasis
The CX mirage is fooling no one: Time to give customers the oasis they deserve
What it takes for CX leaders to build effective stakeholder relationships
customer fluent
Why brands need to move from being customer-literate to customer fluency
Bozoma Saint John Netflix CX
How Netflix CMO Bozoma Saint John uses a ‘focus group of one’ to serve audiences
Row House CMO: How bringing fitness classes outdoors changed the customer experience
Mondelez Humaning CX
What the Mondelez ‘Humaning’ approach fails to achieve from a CX standpoint
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