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’