Technology

Formation.ai personalization
Formation.ai CEO reminds CX leaders not to forget about the once-a-year customer
PROS COVID-19 B2B Buying Trends
70% of B2B buyers mull switching vendors based on digital purchasing experiences during COVID-19
AppDynamics experience journey map CX
AppDynamics exec says CX pros won’t win the race to digitize experiences if IT performance issues are overlooked
airline passenger experience CX
Airline industry execs warn passenger experience improvements can’t be left up in the air
Zendesk CX for startups
Zendesk studies startup spending on customer service tools as part of a CX strategy
Qualtrics XM Institute
Qualtrics evolves from ‘Experience Matters’ blog to XM Institute community
Sitel CX data suggests brands are enjoying a ‘state of grace’ from forgiving consumers
What may get overlooked amid the debate over CX efficiencies
PROS VP of Strategy advises B2B firms on the best ways to shift to digital CX
W12 Global Experience Language
W12 Studios CEO says brands need to design a ‘Global Experience Language’
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