Strategy

IFS customer experience research
82% of execs say they can’t cite a recent example of frictionless CX at their firm
Brad Cleveland CX
Former ICMI CEO Brad Cleveland sees the potential for anyone to become a CX co-pilot
Why the CX community needs a Self-Service Gap Score
ExxonMobil loyalty program CX
How ExxonMobil develops a loyalty program and digital experiences that keep drivers pumped
Envoy Russ Rommelfanger
Envoy chief creative officer identifies a changing dynamic between physical and digital experiences
Forrester CX soft power
Forrester VP outlines the six principles necessary to build CX ‘soft power’
The Body Shop’s global customer director gives an inside look at a beauty brand’s CX facelift
CleverTap CMO Dave Dabbah
CleverTap CMO kicks off an industry-wide conversation about customer engagement
66% of marketers believe they are highly aligned with CX teams, but . . .
CX warm introduction
Why CX should begin with a warmer introduction
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