Mark Foster is getting feedback from customers like Delta Airlines that fine-tuning the customer journey needs to involve multiple parties
Inside a recent CXPA chapter meeting where the audience discussion rivalled the speakers in terms of quality
The Fuqua School of Business makes a forecast. Plus, a recruiter’s take on in-demand CX leadership traits, CX in voice tech, a Citi CX case study and more
William Putsis explains why companies like Google, Walmart and P&G seem to have all the advantages necessary to provide great customer experiences
Burying information or being inaccessible at particular times in a customer journey may hurt software firms and service providers, a survey suggests
When you’re confined to the moment of consumption, where can you really innovate or improve?
A curated look at CX news and thought-provoking opinion pieces from around the world
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