Survey suggests there were “heroic levels of achievement” as organizations rallied to respond to COVID-19 outbreak
Category: Strategy
Blog
Airline industry execs warn passenger experience improvements can’t be left up in the air
Fehr data shows what’s dominating conversations among travellers, while Diehl Aviation imagines the cabin of the furture
Virtual events may be missing a single element that could redeem the whole experience
Instead of travelling to conference venues, we’re now as glued to our screens as ever. There’s still a chance to bring some of the fun back
Forrester asks execs to mark first CX Reality Day by playing ‘undercover customer’
The market research firm suggests business leaders should check to see if there is alignment between what’s promised and what’s true
PROS VP of Strategy advises B2B firms on the best ways to shift to digital CX
Geoff Webb talks about the changes in buyer expectations since they’ve all been working from home amid COVID-19
Use CX foreshadowing to change experiences in ways that build customer trust and buy-in
‘Coming soon’ is not enough information when you’re redesigning, replacing or optimizing something familiar to customers. Here’s what to do instead
B2B CX is focused on the wrong stages of the journey, Forrester warns
CX execs from Mastercard and Dow offer a look into how they’re changing mindsets and listening to corporate buyers
Forrester’s CX North America focuses on personalization, identifying devotees and measuring impact
The research firm’s analysts are joined by CX leaders from Cox Communications and ATB Financial to explore best practices in 2020
The future of the fan experience will likely lie in the palm of your hand
Execs from SAP Arena and Lifesize discuss the challenges and opportunities of using mobile apps to mitigate safety concerns
Palmaz Vineyards co-founder unbottles the secrets of staging a virtual wine-tasting experience
The Napa Valley firm provides a behind-the-scenes look at its popular series, ‘The Wine Stream’ and how it has enhanced relationships with its customers