Strategy

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
ExxonMobil loyalty program CX
How ExxonMobil develops a loyalty program and digital experiences that keep drivers pumped
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