Strategy

Tropicana Crunch
Why Tropicana Crunch has all the ingredients of great CX
Elon Musk Twitter CX
What Elon Musk’s CX track record says about the potential future of Twitter
Dior 30 Avenue Montaigne
Why Christian Dior’s new Paris flagship became more than a store
metaverse customer support
What customer support in the metaverse could look like
Container Store Organized Insider
Think carefully about what you call your loyalty program members
Amazon address and postal code
Here’s how Amazon makes small but critical tweaks to the customer journey
Genesys CX metrics NPS
Four in 10 organizations can’t explain why CX metrics rise or fall
Talkdesk agent engagement
Talkdesk VP discusses how brands can keep contact center agents from quitting
Why personalization at scale is still so hard
Marriott customer experience
Marriot CX exec describes the new customer journey in travel and hospitality
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