Strategy

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
Customer centricity in 2022
Customer-centricity in 2022: CX ideas, predictions and the challenges ahead
Biden CX executive order
One nation, under CX: What Biden’s executive order means for the future of citizen experiences
CX standout moments 2021
10 Standout CX moments in 2021: Smart moves from Neflix, Nike, Lego and more
Reputation 2021 retail report
Review volumes are up 12%, but sentiment is dropping
HP xRservices Hololens
HP exec shows how mixed reality is changing the print industry’s service experience
A Johnson & Johnson CX lead offers a simple way to orchestrate data for journey management
Professional services NPS
Professional services firms have an average NPS of -42, because . . .
PIX Moving self-driving vehicle
How self-driving vehicles could reroute the customer journey
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