Learn: A key policy change that motivated employees, a rebranding that drove customer interest and three game-changing tech projects
Airbnb’s former global head of hospitality says brands should foster “belonging” to get customers to commit, but shouldn’t a devoted following be an outcome, rather than a goal?
Research suggests prioritizing channels like messaging apps over e-mail and adopting performance simulation and propensity modeling
Katherine LeBlanc readily admits she has “no artistic ability whatsoever.” This not only makes her representative of the […]
There’s never been a great place for those trying to transform customer experiences to share their stories. This publication will change that.
One of the many challenges facing many CX professionals — much like their counterparts in marketing, sales or […]
After more than 20 years in journalism, I’ve reported on a lot of different sectors, but my recent work has led me to focus on customer experience management