Strategy

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
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
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