Former Nike CX exec talks to CXPA members about the most common reasons brands fail customers, and why surveys can’t be the only source of insight
Category: Strategy
Blog
Why Girl Scouts of the USA CEO is pressing ‘fast forward’ on its digital transformation
The youth organization’s leader talks with SAP’s customer experience exec about badges, STEM skills and, of course, the cookies
5 ideas you should borrow from Zendesk’s ‘Empathy Lab’ to transform service and support experiences
The company hired IDEO to help transform what it felt like to work in its offices. They’re too good to waste on digital channels alone
COVID-19 and the call centre: Frost & Sullivan analysts assess the CX impact on BPOs and solution providers
The market research firm brings together analysts from around the world to look at what business process outsourcers are doing to keep CX standards high
NTT CX benchmark report’s authors say the time for iterative change is over
The global IT services company sees issues in terms of strategy, execution and the use of available tools
360 Live Media CEO Don Neal suggests most brands don’t realize the business they’re really in
The longtime events pro offers an algorithm to calculate value, a new way think about “THEME” and a model that shows how destinies are determined
SAS exec recommends brands ask themselves one question to guide their CX strategy
The analytics company offers examples from the world of sports and retail at the AMA’s Experience Design virtual conference
AMA CEO Russ Klein tells marketers to put experience design over storytelling ‘addiction’
The American Marketing Association exec rewrites one of marketing’s four Ps and breaks down the elements of a “minimum loveable product”
The ‘Island of Bryan’ pitfall that could leave CX leaders feeling stranded
An HGTV show ends its second season with a faceoff that will be all too familiar to those advocating for customers to a boss who won’t listen
‘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