Strategy

What Sam Altman gets wrong about customer service
Why Vogue is giving fashion customers Vette
Reactivate the Smell-O-Vision!
When airlines let you dance like no one was flying
The subliminal narrative your customers need to see
The theorist behind ‘decoupling’ is ready to help strengthen the customer value chain
Why your CX should feel like a weighted sloth
How CIBC morphed into a modern, relationship-oriented bank
Customer churn based on one poor experience jumps to 78%
My ‘Mean Girls’ experience was a smoke show
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