Strategy

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
right to repair customer experience
Why the right to repair needs to be part of an effective CX strategy
digital retail experiences
The pandemic-prompted digital retail experiences that are here to stay
Gartner break up with poor-fit customers
Are you really ready to ‘break up’ with your customers? Don’t be so sure
Brands only know 23% of the shoppers viewing products on their site
T-Mobile B2B customer experience
How T-Mobile captures (and responds to) the voice of its B2B customers
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