Strategy

McDonald's CX team chief customer officer

McDonald’s forms a CX team and appoints a chief customer officer? I’m lovin’ it!

Gotara uses ‘nano learning’ to reimagine mentoring experiences for women in STEM

Virgin Plus rebrand reflects expanded services for its membership program

Sunbasket customer service cx

Sunbasket customer service VP offers the ingredients to build empathy among agents

ACA Study 2021 Hyken

61% of Gen Z customers are willing to pay more for better service

espn fanbot chatbot

How ESPN coached its ‘fanbot’ to ensure it became a true team player

25% of customers say companies have blamed COVID for poor experiences

vendor lock-in CX

Why vendor lock-in is the best example of CX at its worst

Duracell CX R&D

Duracell VP taps into the power of CX research to inform the R&D of batteries

IFS customer experience research

82% of execs say they can’t cite a recent example of frictionless CX at their firm