Strategy

Intradiem covid working from home

Intradiem CEO names the age-old customer service problem that’s gotten worse as agents WFH

ClearMetal head of CX Elise Le

ClearMetal head of CX: Frontline supply chain staff are acting as the Band-Aid to data quality problems

higher education pandemic plans 2020

CourseCompare founder studies the evolving student experience amid back-to-school season

Ensono women tech conferences

Ensono audit of tech conferences reveals design bias affecting CX of women

B2B influencer marketing CX

TopRank data shows 74% of B2B pros believe influencer marketing could improve CX

Your inability to articulate a company’s brand promise could explain its CX failures

Impact Michael Head

Impact chief partnership officer advises brands to consider the role of third parties in CX

Merkle consumer sentiment

Customers will only spare one minute to fill out a survey for personalization purposes

Sabio Group research shows CX leaders need to get serious about business continuity planning

airline passenger experience CX

Airline industry execs warn passenger experience improvements can’t be left up in the air