Strategy

The CX question that needs to be answered: ‘What would the human do?’
CX consultants point out the post-pandemic practices worth keeping
UK report tells CX leaders to introduce ‘positive brand friction’ for better experiences
Zappos exec outlines the ‘triangle of accountability’ that guides its customer service approach
Eddie Van Halen CX
What Eddie Van Halen understood about CX
Forrester touchless contactless FeedbackNow
Forrester chief business technology officer discusses CX use cases for touchless FeedbackNow product
What LinkedIn Stories tell us about CX in social media
Isobar CMO study concludes the ‘C’ in CX should now stand for ‘creative’
Comcast improves agent performance and Valvoline transforms call handling using NICE tools
Intradiem covid working from home
Intradiem CEO names the age-old customer service problem that’s gotten worse as agents WFH
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