Strategy

Nationwide’s first chief customer officer on how she defined (and began fulfilling) her role
7 Last-minute tips to improve holiday shopping CX
SAP CX exec breaks down the takeaways from Cyber Week shopping data
The CX genius behind Spotify Wrapped
Chief customer officer conversations: Fetch’s David Sommer on making loyalty programs fun
Frontier Airlines shuts down customer service phone lines
The CX implications of Frontier Airlines’ decision to shut down its customer service line
What Ticketmaster could do to recover its CX mojo after the Taylor Swift debacle
How to boost customer loyalty during tough economic times
The thin line you’re walking when responding to customers on TikTok
A Complaint Is A Gift 3rd edition Janelle Barlow
Why Janelle Barlow’s ‘A Complaint Is A Gift’ is still relevant after more than 25 years
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