Strategy

Gap Inc. consumer insights manager explains how survey data is informing CX decisions
Nearly half of consumers say they’re spending more time researching online purchases
Sephora digital CX
How Sephora gave its digital customer experience a makeover
CIBC, TSB and Caixa chat about using virtual assistants in banking
Sitel Group driving customer loyalty
Sitel study shows less than half of consumers feel brands’ CX strategies are working
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
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