Strategy

Frost & Sullivan CX 2020
COVID-19 and the call centre: Frost & Sullivan analysts assess the CX impact on BPOs and solution providers
NTT 2020 Customer Experience Benchmark Report
NTT CX benchmark report’s authors say the time for iterative change is over
360 Live Media CEO Don Neal suggests most brands don’t realize the business they’re really in
SAS exec recommends brands ask themselves one question to guide their CX strategy
AMA CEO Russ Klein experience design
AMA CEO Russ Klein tells marketers to put experience design over storytelling ‘addiction’
Island of Bryan guests
The ‘Island of Bryan’ pitfall that could leave CX leaders feeling stranded
Steve Dennis Remarkable Retail
‘Remarkable Retail’ author Steve Dennis identifies CX essentials to win and keep customers amid COVID-19
Helly Hansen Adobe Experience Manager
Helly Hansen chief digital officer unzips the retailer’s mobile-first approach to personalization
Gartner CX growth companies
Gartner analyst shows the link between CX data and company growth (especially when product managers are involved)
TM Forum telecom CX survey
TIBCO, ServiceNow and SAP execs assess TM Forum’s CX research on telcos
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