Strategy

Less than a quarter of consumers are comfortable sharing previous purchase data
Nike Lululemon Mirror lawsuit
The CX stakes in the Nike-Lululemon lawsuit
CX and UX
Why the CX and UX silos need to be broken to deliver better experiences
Simplr QSR customer service research
Less than a quarter of fast food restaurants nail CSAT across the entire journey
President's Choicee HeyPC
All the President’s Choice mentions: A customer feedback program with a missing ingredient
digital CX metrics
How to adapt CX metrics amid the shift to digital-first experiences
love bombing CX
When the quest to win customer loyalty leads to ‘love bombing’
CX careers great resignation
What the ‘Great Resignation’ means for CX careers
SOTI from bricks to clicks research
72% of shoppers say delivery woes make them more likely to opt for BOPIS experience
customer crimes
‘Customer crimes’ and how to combat them
FEATURED POSTS