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.
Category: Leadership
Blog
‘Remarkable Retail’ author Steve Dennis identifies CX essentials to win and keep customers amid COVID-19
Former Neiman Marcus CMO, Coresight CEO and Publicis chief commerce strategy officer examine trends that will reshape shopping
The Stoicism a realistic CX strategy in 2020 may require
How the road to resiliency can lead to opportunities to grow your customer relationship management capabilities
Clientshare CEO reveals three ‘magic moments’ that matter for B2B suppliers and customers
The CX software firm’s leader talks with an IBM exec about the best ways to retain buyer loyalty during and after COVID-19
A former P&G ‘troublemaker’ has no problem explaining what customers really want
Dustin Garis says a Russian scientist told him everything he needed to know about consumer needs. Are brands applying this lesson correctly?
Ex-Glossier boss Henry Davis describes the makeover DTC firms will need in the sector’s ‘second act’
The co-founder of Arfa speaks at a Zendesk virtual conference about getting around intermediaries and building strong customer relationships
Chief experience officer John Maeda delves into the elements that make distributed work successful
The Publicis Sapient exec offers a walk-through of his forthcoming CX report, focusing on the impact of a pandemic on collaboration
Creative Niche CEO proves there are creative ways to improve CX in every niche
A recruiter talks about why she hired a UX researcher, and how studying the experience it offers customers is already leading to change
Huge Inc. executive experience director debunks conventional thinking on personalization and risk-taking
Scott MacGregor admits to “borrowing/stealing” from Roger Martin to help clients decide whether or not to make major CX improvements
CX leaders point out the KPIs and metrics that manage to overlook customers
Inside a recent CXPA chapter meeting where the audience discussion rivalled the speakers in terms of quality