Strategy

Alida global trends report
Alida chief strategy officer suggests how brands can ensure customers feel heard
financial services digital experience
How U.S. Bank and Sun Life are approaching digital experience design in financial services
Scotiabank Google Cloud customer experience
Scotiabank’s chief analytics officer explains the CX goals behind its Google Cloud partnership
Ted Lasso chief customer officer
5 reasons Ted Lasso might make an ideal chief customer officer
Michael Lawder ASAPP
ASAPP chief experience officer reflects on what he learned on the front lines as an agent
Microsoft virtual agents CX
Microsoft CX exec says purely automated chatbots didn’t work. Here’s how he got virtual and human agents to work as a team
CX secrets from the Carlyle Hotel
How Pinterest researches customers’ current and future needs
A former military officer writes a field guide to mobilize the CX community
One in four customers say contact centre experiences have gotten worse amid pandemic
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