Strategy

Sunwing CMO Samantha Taylor

Sunwing CMO offers a guided tour of the firm’s digital CX strategy

Ford of Europe CX

How Ford of Europe’s customer engagement leader is driving personalization

Amazon Manage Your Customer Engagement

Why Amazon is (finally) opening up CX opportunities for sellers

Walgreens customer marketing VP gives an inside look at its ‘mass personalization’ strategy

NPS creator Fred Reichheld

NPS creator unpacks the way for CX leaders to make the most of his metric

Walmart Casey Carl

Walmart omnichannel exec: You’ve got to recognize what customers DON’T care about

Why customer crises deserve a journey map all their own

Mapp CX strategy review

Only 47% of firms review their CX strategy every year

David Spinks belonging

Bevy’s VP of community writes the book on how brands can foster belonging

87% of US consumers say they feel loyal to at least a few brands, but . . .