Strategy

The subliminal narrative your customers need to see
The theorist behind ‘decoupling’ is ready to help strengthen the customer value chain
Why your CX should feel like a weighted sloth
How CIBC morphed into a modern, relationship-oriented bank
Customer churn based on one poor experience jumps to 78%
My ‘Mean Girls’ experience was a smoke show
ItsEasy.com CEO reimagines the on hold experience
92% of firms plan to grow customer education programs
What is an irrealis mood and how does it affect customer experiences?
74% of customers prefer phone support amid ‘high stakes’ moments
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