Strategy

Columbia House is dying. Its CX lives on.
A quarter of consumers say they’re more skeptical of reviews on retail sites
SupportNinja CTO authors AI human-in-the-loop framework
61% of brands consider adding experiential rewards to loyalty programs
Why AT&T’s use of AI in customer care should become a telecom industry standard
How the EU AI Act will reshape customer experience design
The beauty of Sephora’s ‘quiet hours’ strategy
In praise of Ikea’s short-term CX thinking
How CX leaders can help build a ‘brand stand’ to drive loyalty
KFC is no chicken when it comes to transforming its customer experience
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