Strategy

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
Henry Davis Arfa DTC
Ex-Glossier boss Henry Davis describes the makeover DTC firms will need in the sector’s ‘second act’
Karl Winters scent branding CX
The sense of smell CX leaders lose out on in an online-only, self-isolating world
Ian Golding customer journey management
An expert in customer journeys explains why most maps lead absolutely nowhere
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