Strategy

Virgin Plus rebrand reflects expanded services for its membership program
Sunbasket customer service cx
Sunbasket customer service VP offers the ingredients to build empathy among agents
ACA Study 2021 Hyken
61% of Gen Z customers are willing to pay more for better service
espn fanbot chatbot
How ESPN coached its ‘fanbot’ to ensure it became a true team player
25% of customers say companies have blamed COVID for poor experiences
vendor lock-in CX
Why vendor lock-in is the best example of CX at its worst
Duracell CX R&D
Duracell VP taps into the power of CX research to inform the R&D of batteries
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
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