Strategy

Impact Michael Head
Impact chief partnership officer advises brands to consider the role of third parties in CX
Merkle consumer sentiment
Customers will only spare one minute to fill out a survey for personalization purposes
Sabio Group research shows CX leaders need to get serious about business continuity planning
airline passenger experience CX
Airline industry execs warn passenger experience improvements can’t be left up in the air
Virtual event experience design
Virtual events may be missing a single element that could redeem the whole experience
Forrester CX Reality Day
Forrester asks execs to mark first CX Reality Day by playing ‘undercover customer’
PROS VP of Strategy advises B2B firms on the best ways to shift to digital CX
Use CX foreshadowing to change experiences in ways that build customer trust and buy-in
Lexus exec explains how the luxury car maker continues to score high in Forrester’s CX Index
B2B CX is focused on the wrong stages of the journey, Forrester warns
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