Leadership

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
When CX professionals became crisis counsellors
ClearMetal head of CX Elise Le
ClearMetal head of CX: Frontline supply chain staff are acting as the Band-Aid to data quality problems
higher education pandemic plans 2020
CourseCompare founder studies the evolving student experience amid back-to-school season
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