Strategy

Does your CX strategy include a customer relief program? Maybe it should
A Zen master’s advice for dealing with ‘difficult’ customers
55% of CX leaders have reduced budgets for new programs
The true cost of ‘premiumization’
Secrets of an outstanding DTC customer experience
When a different level of CX is indicated by a blue check mark
89% of ‘highly confident’ business leads say expanding their use of digital channels has improved CX
What fast food chains teach us about the link between CX and architecture
Netflix surprise me button cx
The end of Netflix’s ‘Surprise Me’ button, explained
Staircase AI CEO makes the case for generative AI in customer success
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