Huib van Bockel offers a test all brands should give themselves, explains the notion of a “brand bank account” and how his firm is adapting amid COVID-19.
Former Neiman Marcus CMO, Coresight CEO and Publicis chief commerce strategy officer examine trends that will reshape shopping
How the road to resiliency can lead to opportunities to grow your customer relationship management capabilities
The CX software firm’s leader talks with an IBM exec about the best ways to retain buyer loyalty during and after COVID-19
Dustin Garis says a Russian scientist told him everything he needed to know about consumer needs. Are brands applying this lesson correctly?
The co-founder of Arfa speaks at a Zendesk virtual conference about getting around intermediaries and building strong customer relationships
The Publicis Sapient exec offers a walk-through of his forthcoming CX report, focusing on the impact of a pandemic on collaboration
A recruiter talks about why she hired a UX researcher, and how studying the experience it offers customers is already leading to change
Scott MacGregor admits to “borrowing/stealing” from Roger Martin to help clients decide whether or not to make major CX improvements
Inside a recent CXPA chapter meeting where the audience discussion rivalled the speakers in terms of quality