Strategy

Sunwing CMO Samantha Taylor
Sunwing CMO offers a guided tour of the firm’s digital CX strategy
Ford of Europe CX
How Ford of Europe’s customer engagement leader is driving personalization
Amazon Manage Your Customer Engagement
Why Amazon is (finally) opening up CX opportunities for sellers
Walgreens customer marketing VP gives an inside look at its ‘mass personalization’ strategy
NPS creator Fred Reichheld
NPS creator unpacks the way for CX leaders to make the most of his metric
Walmart Casey Carl
Walmart omnichannel exec: You’ve got to recognize what customers DON’T care about
Why customer crises deserve a journey map all their own
Mapp CX strategy review
Only 47% of firms review their CX strategy every year
David Spinks belonging
Bevy’s VP of community writes the book on how brands can foster belonging
U.S. consumers brand loyalty
87% of US consumers say they feel loyal to at least a few brands, but . . .
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